Job Description Our client is looking for a Member Support Specialist to join their Member Experience team in Miami, FL. This organization is a large supply chain organization in the restaurant industry that is constantly looking for ways to improve supply chain efficiency and drive improvement across the business. In this role, you will help customers (franchisees) identify and troubleshoot a variety of issues ranging from technical system, restaurant inventory, or supply chain/logistics issues while providing excellent customer service. Some of these issues will require you to do research and then follow up with the customer via phone and email later once the issue has been resolved. Organizational skills and documentation of all projects, reports, and resolutions is extremely important. We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements Handle first-level escalations for departmental programs Maintain a same day or 24-hour SLA for email and voicemail responses (depending on the time of day received), and a 2-hour SLA for operationally critical items Manage a caseload with consistent follow-ups, ensuring they are completed within 48 hours. Document daily assigned tasks and plans as applicable Fully bilingual in English and French null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.