MealSuite Looking for Customer Support Specialist at Cambridge, ON Full Time

MealSuite is 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 includes trouble shooting system and / or hardware issues, consult user guides and manuals, and escalating to Senior Customer Support Specialists where appropriate and necessary.

Your success will be measured by your ability to address customer questions and concerns, proactively solve problems to avoid the recurrence of incidents, assist customers with questions and issues experienced, close customer cases, and utilize customer rating scores for feedback and growth.

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

Requirements

Your Typical Day

• Field support calls, chat, email, and / or other communications from users with software. Hardware inquires and / or similar concerns from external and internal customers
• Track assigned support tickets
• Solve problems through use of knowledge of system, hardware, and procedures
• Guide users through diagnostic and trouble shooting 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

Work Location

MealSuite values the opportunity for teammates to learn, mentor, brainstorm and connect with each other in person, but recognize the balance that working from home can offer. This role requires the successful new teammate to work in our Cambridge, Ontario office a minimum of 1 day per week (ideally Wednesdays) 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 two new teammates to join MealSuite in one of two work schedules. In your application, please indicate which is your preferred work schedule. Please note that there may be circumstances that you would be required to work on holidays.

• Monday to Friday: 7:30 am – 4:30 pm EST
• Monday to Friday: 10:30 am – 7:30 pm EST

What You Bring:

• 1-3 year’s experience in a customer service support role, with preference for a contact center environment
• Customer centric attitude with excellent relationship skills and desire to follow-up with customers on support issues until resolved
• Strong critical thinking and attention to detail to help customers achieve their goals and identify system issues and improvement opportunities
• Strong analytical and problem-solving skills
• Strong verbal and writing communications skills to explain complex topics easily to customers with limited technical experience
• Ability to manage time and prioritize tasks
• Adaptable and able to handle a fast-paced environment
• Experience with EMR or food service considered an asset

Benefits

MealSuite believes in building leaders at all levels and is committed to the personal and professional growth of our employees. As a member of the team your contributions are highly valued and will play a key role in the continued mission to drive positive change within our communities at large.

So, what’s it like to work for us? See below what some of our teammates have to say about their careers at MealSuite:

How would you describe MealSuite in one word?

MealSuite Employee Extras

On top of competitive salary, MealSuite teammates enjoy:

• Healthcare and dental benefits
• Unlimited vacation
• Opportunities for career development and advancement
• Discounted gym membership (Canada)
• Remote work flexibility

Recognized as an Inc 5000 Fastest-Growing Company, MealSuite offers the innovation and agility of a start-up matched with the stability of an established company in a growing industry.