Nutrislice is a foodservice technology company founded in 2011 that provides digital solutions to enhance the dining experience and streamline operations for various food service providers. The company offers a comprehensive platform that includes digital menus, signage, food labels, and mobile ordering capabilities, all designed to simplify foodservice operations and improve customer engagement.
Job Overview:
The Customer Support Specialist provides front-line service for all customer inquiries. This role provides solutions for customer-facing support requests regarding Nutrislice products and services, and also works across multiple internal organizations in order to better provide for the entire customer experience. This role supports our users throughout their day-to-day operations and is the first line of communication with clients with respect to any issues or challenges with the software.
Key Responsibilities:
- Provide customer support to administrators and end users, including a proactive approach to improving levels of service where possible.
- Communicate effectively with customers with respect to intake, status updates, follow up, and resolution of any issues or support inquiries
- Troubleshoot and resolve issues in a timely and professional manner
- Update and expand internal and customer-facing knowledge base.
Job Functions and Duties:
- Manage tickets through Zendesk across live chat, email, and phone channels.
- Record and escalate bugs or feature feedback based on customer insights.
- Develop and maintain product expertise, both in terms of breadth and depth in order to effectively support clients
- Perform triage, troubleshooting and information gathering on bug or issue reports in order to determine if a bug report should be opened with the technical team and provide sufficient information for effective identification of root cause and resolution by the technical team.
- Conduct advanced troubleshooting using Postman to address integration issues.
- Collaborate with technical teams, ensuring they have all necessary details to address escalated issues.
- Escalate issues to support supervisor, customer success managers and other stakeholders as warranted
- Create and update knowledge base articles
- Assist with internal support inquiries
- Perform other tasks or duties, or assist with special projects, as directed by the Director of Operations
Qualifications
- Minimum 1 year of experience providing software support, preferably using a live chat environment
- Zendesk experience strongly preferred
- Ability to learn Nutrislice software products
- Strong written and verbal communication skills
- Self-motivated with excellent problem-solving skills
- Proven decision-making ability and escalation skills.
- Ability to manage workload and competing priorities to accomplish tasks within agreed-upon timeframes.
- College coursework preferred
This position will be scheduled Monday through Friday 7:30am-4:30pm MT, with occasional vacation coverage of the 6am-3pm MT shift.
This position is full-time work-from-home. Nutrislice offers a competitive salary range of $40-$50K annually and generous benefits including health, dental, unlimited PTO, 401k with match, and more.
