Customer Support Specialist

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization with 120 team members across Dallas, TX, USA, Cambridge, ON, Canada, and Ho Chi Minh City, Vietnam. Through our foodservice technology system, we help operators across healthcare and aging services save time, reduce food waste, and meet regulatory requirements, so they can improve the quality of patient and resident care.

We are looking for a Customer Support Specialist to join our Customer Support Team. In this role, you will use MealSuite’s food service management applications to support end users via phone, chat, and email. You will feel empowered to use your knowledge of the food service industry and our applications to propel each user to long-term success.

This position is perfect for an energetic person who likes to interact with customers and who is good at managing expectations while having the patience to walk people through a series of steps over the phone or online. This could be a long-term career position for somebody who really enjoys working on the phone, or it could be a steppingstone to other positions within the company, from training to customer success management or even product design.

If you are passionate about working with customers and have an interest in customer service, food service or healthcare, this is the perfect position for you.

A Day in the Life as a Customer Support Specialist:

• Field support calls, chat, email, and / or other communications from users with software or hardware inquires and / or similar concerns from external and internal customers
• Track assigned support tickets
• Solve problems using your knowledge of our systems, hardware, and procedures
• Guide users through diagnostic and troubleshooting processes, which may include using diagnostic tools and software and / or following verbal instructions
• Consult user guides, manuals, and other documents to assist in answering inquiries
• Report system defects / issues to the product and development team
• Participate in system and hardware testing

Your Work Location:

MealSuite values the opportunity for teammates to learn, mentor, brainstorm and connect with others in person, but we recognize the balance that working from home can offer. This role requires the successful new teammate to work in our Dallas, Texas office 2 days per week with flexibility for additional days as needed. We know that life happens and sometimes coming into the office may not be feasible and we provide flexibility when this occurs.

Your Work Schedule:

We are looking for a new teammate to work a specific shift: Monday to Friday from 8:30 am to 5:30 pm CST. Please note that there may be circumstances in which you would be required to work on holidays.

If the below describe your knowledge, experience and character, then this role could be for you:

• I have 1-3 years of experience in a customer service support role, with preference for a contact center environment
• I possess a customer-centric attitude and excellent relationship-building skills
• I have strong analytical and problem-solving skills and an intrinsic desire to follow-up with customers on support issues until resolved
• I exercise critical thinking and attention to detail to help customers identify system issues, make improvements, and achieve their goals
• I possess strong verbal and writing communications skills and can explain complex topics easily to customers with limited technical experience
• I have a proven ability to manage time and prioritize tasks
• I’m willing to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA
• I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate
• I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills

Why you’ll love working at MealSuite:

• We are passionate people that care about others. The heart of what we do comes down to our mission to: Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice managem