Customer Support Specialist

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Meal Suite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization comprising 190+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Oursuite of end-to-end food service technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care.

We're looking for our next thorough and resourceful Customer Support Specialist to join our Customer Experience team. Reporting to the Team Lead, Customer Support, you'll be an expert problem solver as you delve deep to provide tailor-made solutions to our customers and and help pinpoint product issues as we continuously hone and refine our technology.

A day in the life as a Customer Support Specialist:

• Ensure delivery to customers - facilitate the timely and successful delivery of solutions according to customer needs and objectives.
• Be the point of contact
  - Field support calls, chats and emails coming into the queue for internal and external users
• Manage incoming queries
  - Prioritize tickets, reassign based on subject and skill level, and update and track assigned tickets
• Improve the technology
  - Troubleshoot reported issues and create defects for product to reviewand participate software/hardwaretesting
• Continue to grow professionally
  - Research and consult manuals and training material for self-guided continued learning

• I have experience in the food service, acute care, or tech industry
• I gained my knowledge through 1-3 years of direct experience in customer support roles.
• I have some kind of a food service certification, such as Food Service Manager, Certified Dietary Manager, Registered Dietician, Dietary Technician, Hopsitality Manger, or equivalent.
• I have experience with Customer Success Management tools, such as Zendesk, Salesforce, or other food service tech software.
• I'm exceptional at being flexible in stressful situations and being able to thrive under pressure, especially when it comes to delivering top-notch strategic solutions for customer issues.
• I get most excited about investigating issues, solving highly analytical problems, and not stopping or following up until I have found a resolution.
• I'm extra passionate about being able to explain complex topics easily and succinctly and I show a keen eye for detail
• I know how to fluently speak, read, and write in French (preferred).
• 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 (and Vietnam if required for role).
• 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

• We are passionate peoplethat 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 food service management technology. Learn more about what we do here.
• We've built a progressive culture…