Customer Support Specialist

3 days ago


Calgary, Alberta, Canada MealSuite Full time

About MealSuite


At MealSuite, we are a fast-growing SaaS organization dedicated to helping healthcare and aging services save time, reduce food waste, and meet regulatory requirements. Our mission is to deliver smiles and satisfaction through an all-in-one food service management technology.



A Day in the Life as a Customer Support Specialist


We are looking for a talented individual to join our Customer Support Team as a Customer Support Specialist. As a key member of our team, you will be responsible for providing exceptional support to our customers via phone, chat, and email. You will use your knowledge of our food service management applications to troubleshoot issues, resolve problems, and provide training to our customers.




  • Field support calls, chat, email, and / or other communications from users with software or hardware inquiries 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


Required Skills and Qualifications


To be successful in this role, you will need:




  • 1-3 years of experience in a customer service support role, preferably in a contact center environment
  • A background in nutrition/dietetics or healthcare foodservice
  • A customer-centric attitude and excellent relationship-building skills
  • Strong analytical and problem-solving skills, with an intrinsic desire to follow up with customers on support issues until resolved
  • Exercise critical thinking and attention to detail to help customers identify system issues, make improvements, and achieve their goals
  • Excellent verbal and writing communication skills, with the ability to explain complex topics easily to customers with limited technical experience
  • A proven ability to manage time and prioritize tasks effectively
  • Availability to occasionally travel and a valid passport and no travel restrictions that limit your ability to cross the border between Canada and the USA
  • The ability to thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate
  • A passion for learning and growing with the company


Benefits


At MealSuite, we offer a comprehensive benefits package, including:




  • Unlimited paid time off, allowing you to maintain a healthy work-life balance
  • A competitive salary range of $50,000-$65,000 per year, depending on experience
  • Healthcare benefits, including extended health, vision, dental, and paramedical coverage, critical illness, life and disability insurance, travel medical insurance, access to Teladoc medical experts, and a discounted gym membership
  • Hybrid flexibility, allowing you to work remotely and enjoy the benefits of collaboration and mentorship
  • An inclusive workplace culture, with opportunities for career development and advancement
  • A purposeful work environment, where you can contribute to making a positive impact in the community


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