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Mid LevelFull-time
Salary Range
$12,750 - $17,250 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Specialist to join our team. This role focuses on providing advanced technical support to Restaurant365 customers across the R365 platform, troubleshooting configuration, workflow, and data-related issues in a complex SaaS/ERP environment.
Key Responsibilities
- →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
Requirements
- ✓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
- ✓Bachelor’s degree with emphasis in business, finance, accounting, or information systems (preferred)
- ✓Restaurant industry experience (preferred)
- ✓Strong understanding of general business processes and workflows (preferred)
- ✓Previous experience in a technical support or customer-facing technical role (preferred)
- ✓Experience supporting SaaS or ERP platforms (e.g., enterprise software, financial systems, or operational management tools) (preferred)
