Digital Care Support Analyst
You might not know our name, but you know where we are. That's because Compass Group Canada is part of a global foodservice and support services company that's the 6th largest employer in the world, with 625,000 employees.
You'll find us in schools, colleges, hospitals, office buildings, senior living communities, tourist attractions, sports venues, remote camps and military installations and more. We're in all major cities, at remote work sites and everywhere in between - doing business in Canada and 50+ other countries where you can learn and grow. Join us now and point your career forward!
Why work with Compass Digital? We are a member of Compass Group North America the leading foodservice and support services company. We create remarkable customer experiences through the innovative design and development of technology products and services. Compass Digital began as an innovation startup and the team has since rapidly grown and now supports technology and innovation across all of North America. Compass digital is comprised of user experience designers, developers, data scientists, project managers, business analysts, marketers and technology implementation managers, all of whom look at the world from a human perspective to rethink what's possible in the areas of technology innovation and consumer engagement within the foodservice and hospitality industries. Join us.
Job Summary
Contract: 6 Months
Role: Primarily Remote, with possibility of site travel (25%)
Now, if you were to come on board as our Digital Care Support Analyst, we'd ask you to do the following for us:
- Login to chat queue at the start of shift and review all tickets daily.
- Communicate with requesters, add notes to tickets, and meet quality guidelines.
- Perform detailed troubleshooting and identify ticket types (e.g., Network, Guest).
- Update and document open support tickets with clear instructions and actions.
- Provide periodic updates to Tier 2's, 3's, and managers, escalating issues as needed.
- Attend operations meetings, adhere to schedule, complete timesheets, and meet KPIs.
- Follow up on vendor support tickets, identify trends, and create action items for SLA compliance.
- Participate in daily standup and "Office Space" calls, offering updates and support as required.
Think you have what it takes to be our Digital Care Support Analyst? We're committed to hiring the best talent for the role. Here's how we'll know you'll be successful in the role:
- Communicate openly and respectfully with teammates, clients and customers
- Reliable and accountable - adhere to a consistent work schedule
- Accept ownership over your quality of work and take initiative to keep moving
- Good problem solving skills and clearly explaining solutions
- Thrive in a face paced, high volume environment
- Strong communication skills - interpersonal and written with keen attention to detail
- Strong computer skills and typing, high level of comfort in web-based applications
- Basic Microsoft Office skills
- Bachelor's degree preferred but not required or equivalent experience
- 2-4 years customer centric industry, preferably with customer service experience
- 1 year support experience in CDL mobile apps (Boost, Thrive, Eatify, InstaEat) strongly preferred
Compass Group Canada is committed to nurturing a diverse workforce representative of the communities within which we operate. We encourage and are pleased to consider all qualified candidates, without regard to race, colour, citizenship, religion, sex, marital / family status, sexual orientation, gender identity, aboriginal status, age, disability or persons who may require an accommodation, to apply.
For accommodation requests during the hiring process, please contact PeopleHub@compass-canada.com for further information.