JOB DESCRIPTION

We are seeking a Support Analyst to be the first line of help for our clients and a hands-on builder within our Client Success team. In this role you will own the day-to-day support queue, configure the Provision platform for new and existing clients (including building their food safety forms and workflows), and assist with onboarding projects as clients move from signed deal to go-live. Over time you'll also take on light account management for a set of smaller accounts. This is a great role for someone early in their career who is detail-oriented, a clear communicator, and enjoys figuring out how software works so they can help others use it well.

RESPONSIBILITIES

Client Support

• Own the support queue during your shift: triage incoming tickets, troubleshoot issues, and see them through to resolution
• Respond to client questions about platform functionality with clear, friendly written communication, jumping on a call when that's faster
• Investigate and reproduce reported issues, working through structured troubleshooting steps before escalating confirmed bugs to our product and development teams
• Keep tickets accurately categorized and documented so we can spot trends and improve the product

Configuration & Form Building

• Build client forms, workflows, schedules, and resource data in Provision from source documents like paper logs, spreadsheets, and SOPs
• Translate client requirements into effective platform configuration, applying best practices for usability and data quality
• Complete configuration requests from existing clients accurately and on time
• Test and validate your own work before it reaches the client

Onboarding & Account Support

• Support Client Success Managers on onboarding projects by handling configuration, data loading, and validation tasks
• Assist with client training sessions and help develop training materials
• Manage the ongoing relationship for a small set of accounts, including periodic check-ins and helping them get more value from the platform

REQUIREMENTS

• Availability to reliably cover an 8:00 AM to 1:00 PM Eastern support window as part of your full-time schedule
• Strong written and verbal communication skills, with the patience and empathy to help users of all technical skill levels
• Sharp attention to detail and the ability to follow structured processes consistently
• A natural troubleshooter's mindset: curious, methodical, and persistent when working through a problem
• Comfort learning new software quickly and becoming a go-to product expert
• A proactive, ownership-driven mindset and comfort operating in a growing, evolving environment

PREFERRED

• Experience in a customer support, help desk, or client-facing role, ideally with software or SaaS
• Background or coursework in food safety or quality assurance (HACCP, SQF, BRC, etc.)
• Experience with ticketing or CRM tools like Hubspot.
• Language proficiencies beyond English (Spanish, French)

WORK ENVIRONMENT

• Work remotely from anywhere in Canada; note that the 8:00 AM to 1:00 PM Eastern support window applies regardless of your time zone
• If you're in Calgary, you would work hybrid between home and our open-concept office (a historic brick loft in Inglewood with free parking)
• Take care of your health with medical, dental and health spending account benefits
• 15 vacation days
• Employee Stock Ownership Plan (ESOP) eligible based on performance
• Choose your device type (some of us are Mac people, some of us just want to PC)
• Have some fun getting to know your coworkers through company events and socials, both virtually and in person

ABOUT US

Provision is a food safety software platform dedicated to helping fresh produce operations streamline compliance documentation and leverage data insights to improve safety and quality outcomes. Since 2018, hundreds of global operations have embraced our solutions, earning us accolades like the AgSharks 2023 Audience Choice Award and the 2024 AgTech Breakthrough Award. Join us as we make food safer, daily.

We appreciate the interest of all candidates, however, only those selected for an interview will be contacted.