Job description
The Support Specialist, Technical is responsible for providing advanced technical support to Restaurant365 customers across the R365 platform. This role focuses on troubleshooting configuration, workflow, and data-related issues in a complex SaaS / ERP environment, supporting business critical restaurant operations. The ideal candidate brings strong technical aptitude, structured problem-solving skills, and the ability to communicate clearly with both technical and non-technical stakeholders.
How you’ll add value:
- Provide technical support for Restaurant365 platform
- Manage customer communications through tickets, live chat, and outbound phone support
- Gather detailed technical and business information from customers to troubleshoot reported issues
- Diagnose configuration, workflow, and data-related issues and deliver accurate solutions
- Educate customers on Restaurant365 system functionality and best practices
- Route non-technical or non-applicable issues to appropriate teams when necessary
- Identify, document, and escalate suspected software defects with clear reproduction steps and impact details
- Participate in live chat rotations
- Manage a personal queue of customer tickets while meeting SLA and quality standards
- Identify gaps in internal and customer-facing documentation and contribute improvements
- Assist Support leadership in rolling out new platform features or workflows
- 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
What you’ll need to be successful in this role:
- High attention to detail, particularly when working with system configuration and financial data
- Strong Excel skills, including data review and validation
- Flexible and adaptable to shifting customer and team needs
- Solution-oriented mindset with the ability to troubleshoot and communicate clearly under pressure
- Excellent written and verbal communication skills, with the ability to simplify complex technical concepts
- Strong technical aptitude and comfort working across multiple support platforms (ticketing systems, chat, outbound phone)
- Experience working with integrated systems and understanding how data flows between applications
- Reliable and punctual attendance in assigned shifts and workdays including providing clear and timely communication with management regarding availability and scheduling changes
PREFERRED QUALIFICATIONS
- Bachelor’s degree with emphasis in business, finance, accounting, or information systems
- Restaurant industry experience
- Strong understanding of general business processes and workflows
- Previous experience in a technical support or customer-facing technical role
- Experience supporting SaaS or ERP platforms (e.g., enterprise software, financial systems, or operational management tools)
