Support Specialist

The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform through tickets, live chat, and other inbound channels. You will troubleshoot a mix of workflow, configuration, and data-related issues, guide customers through best practices, and partner with other teams to drive durable solutions. Depending on business needs, you may have a primary product focus, but the core expectations and success profile for this role are consistent across Support.

How you'll add value:

• Support customers via tickets and chat along with other inbound channels, providing clear, empathetic, and solution-oriented assistance.

• Ask targeted questions to quickly understand the customer’s goal, environment, and constraints, then narrow to a clear problem statement.

• Diagnose and resolve common workflow, configuration, and data-related issues across assigned product areas.

• Guide customers through R365 workflows and best practices, helping them get value from the platform, not just fix the immediate issue.

• Route non-applicable or out-of-scope issues to the appropriate team with clear context, expectations, and next steps.

• Identify, document, and escalate suspected product defects with clear reproduction steps, impact, and environment details.

• For issues linked to defects, manage customer communication end-to-end: confirm reproduction, set expectations, provide status updates, and notify customers when fixes are delivered.

• Participate in triage or working sessions (as needed) with Product, Development, Support leadership, and other stakeholders to align priority and next steps for key issues.

• Contribute to team visibility of known issues so peers can quickly understand current product limitations and workarounds.

• Own a personal ticket queue, balance speed, quality, and customer experience while meeting or exceeding SLA and quality standards.

• Participate in live chat rotations and other real-time support channels, maintaining professional, concise, and accurate communication.

• Proactively identify recurring issues, knowledge gaps, or process friction and recommend improvements to internal and customer-facing documentation.

• Demonstrate reliable and punctual attendance for assigned shifts and workdays, including clear communication around availability, schedule changes, or unforeseen delays.

• Be a team player, collaborating with peers, Team Leads, Managers, and cross-functional partners to resolve complex cases and share learnings.

• Actively seek and apply feedback from QA reviews, coaching sessions, and peer input to continuously improve your product knowledge, troubleshooting skills, and customer communication.

• Contribute to a positive team culture by sharing knowledge, supporting teammates, and modeling the behaviors and values expected of R365 Support Specialists.

Core Competencies:

• Positive, Solution-Oriented Mindset – Approaches challenges constructively and assumes positive intent with customers and colleagues. 

• Active Listening – Fully understands customer needs by listening, clarifying, and confirming before responding. 

• Clear Communication – Communicates professionally and effectively across email, chat, phone, and internal tools. 

• Attention to Detail – Ensures accuracy by carefully managing configurations, data, and workflows. 

• Time & Priority Management – Effectively handles high ticket volume while meeting SLA and quality targets. 

• Coachability & Growth – Embraces feedback and continuously improves skills and approach. 

• Collaboration – Partners with teammates and cross-functional groups to achieve strong customer outcomes.

What you'll need to be successful:

• 1+ year experience in customer support, help desk, call center, or a similar customer-facing role (SaaS experience preferred).
• Availability to cover different schedules.

• Strong written and verbal communication skills with the ability to explain complex topics in simple terms.

• High attention to detail and strong time management, and organizational skills.

• Ability to stay calm, solution-oriented, and professional in high-pressure or escalated situations.

• Comfort working across multiple tools and systems (ticketing platforms, chat, phone, internal documentation, and reporting).

• Proficiency with Excel/Sheets for data review, sorting, filtering, and basic formulas (especially for roles working heavily with financial or workforce data).

• Basic understanding of how web applications and APIs work:* HTTP methods (GET, POST, PUT, DELETE)* Common status codes (2xx, 4xx, 5xx)* Headers, query parameters, request/response bodies

• Reliable, predictable attendance across assigned shifts, including proactive communication about schedule constraints or changes.

• Bachelor’s degree in business, finance, accounting, information systems, or a related field.
• Experience supporting SaaS business applications (e.g., ERP, accounting, inventory, workforce management, or similar platforms).
• Restaurant, hospitality, or multi-unit operations experience.
• Experience with integrated systems and understanding of how data flows between applications.
• Familiarity with file transfer concepts:
• FTP/SFTP basics
• Directory structures, file naming conventions
• Verifying file presence, timestamps, and file sizes
• For more technical or Development focused tracks:
• Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows).
• Demonstrated comfort with basic programming logic or complex troubleshooting scenarios.
• Comfort with logs:
• Reading timestamps, severity (INFO/WARN/ERROR)
• Locating relevant log entries for a specific transaction, store, or time window
• Recognizing common error patterns (auth failures, timeouts, invalid data, parsing errors)
• Comfort with logs and Data Bases:
• Reading timestamps, severity (INFO/WARN/ERROR)
• Locating relevant log entries for a specific transaction, store, or time window
• Recognizing common error patterns (auth failures, timeouts, invalid data, parsing errors)

Compensation

• Law Benefits
• Major Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Meal Vouchers
• 30-day Christmas bonus
• Saving Fund
• Monthly Internet & Electricity Stipend
• And more!

Note:

Only resumes submitted in English will be considered!