Job description
The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform. You’ll support customers through tickets, live chat, and phone calls, guiding them through workflows, resolving common issues, and escalating complex cases when needed. This role is ideal for someone who is detail-oriented, customer-focused, and thrives in a fast-paced, high-volume support environment.
How you’ll add value:
- Support customers via tickets, live chat, and outbound phone
- Ask targeted questions to quickly understand and resolve customer issues
- Guide customers through Restaurant365 workflows and best practices
- Troubleshoot common issues using support tools and knowledge base resources
- Escalate complex issues to the appropriate team with clear notes and context
- Manage a personal ticket queue while meeting SLA and quality expectations
- Participate in live chat rotations
- Identify recurring issues and suggest documentation improvements
- Demonstrate reliable and punctual attendance across assigned shifts, including remote or hybrid setups, while ensuring clear and timely communication with management regarding availability, scheduling changes, or unforeseen delays — particularly when supporting customers across multiple time zones
- Other duties as assigned
What you’ll need to be successful in this role:
1+ year experience in customer support, help desk, or call-center environments (SaaS preferred)
Strong communication skills (written and verbal)
High attention to detail and strong time management skills
Ability to work under pressure and stay solution-oriented
Comfort using ticketing systems, chat tools, and phone support workflows
Excel skills (sorting, filtering, basic formulas)
Willingness to learn new software and support processes
Reliable and punctual attendance in assigned shifts and workdays including providing clear and timely communication with management regarding availability and scheduling changes
PREFERRED QUALIFICATIONS
Experience supporting SaaS business software (ERP/accounting/inventory tools a plus)
Restaurant industry experience
Bachelor’s degree in business, finance, accounting, or related field
