Support Specialist (POS)

The Support Specialist,Technicalis responsible forproviding 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 businesscritical restaurant operations Provide technical support for Restaurant365 platform Manage customer communications through tickets, live chat, andoutboundphone support Gather detailed technical and business information from customers to troubleshoot reported issues Diagnose configuration, workflow, and data-related issues and deliveraccuratesolutions Educate customers on Restaurant365 system functionality and best practices Route non-technical or non-applicable issues toappropriate teamswhen necessary Identify, document, and elevate 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 Identifygaps 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 andtimelycommunication with managementregardingavailability, scheduling changes, or unforeseen delays — particularly when supporting customers across multiple time zones We’re a community that prides itself on creating innovative solutions and producing quality work Benefits Flexible Time Off: Recharge when you need, so you can stay energized and focused. 401k with employer math. Stock options to purchase equity. Health Savings and Flexible Spending Accounts. Employee discount programs to lifestyle vendors and servcies. Fully Covered Health Insurance: R365 provides comprehensive medical, dental, and vision coverage—100% paid for full-time employees. Annual learning and development reimbursement. Access to LinkedIn Learning. Employee recognition and TIP program. Fertility guidance and support. Online legal solutions. Paid parental leave. Disability insurance. Pet and life insurance. Wellness programs. Health concierge and support. Meditation and mindfulness courses. Gym discounts and virtual fitness classes. The ideal candidate brings strong technical aptitude, structured problem-solving skills, and the ability to communicate clearly with both technical and non-technical stakeholdersSolution-oriented mindset with the ability to troubleshoot and communicate clearly under pressureExperienceworking with integrated systems andunderstanding how data flows betweenapplicationsReliable and punctual attendance in assigned shiftsandworkdaysincluding providing clear andtimelycommunication with managementregardingavailability and scheduling changesStrong technical aptitude and comfort working across multiple support platforms (ticketing systems, chat,outboundphone)Strong Excel skills, including data review and validationExcellent written and verbal communication skills, with the ability to simplify complex technical conceptsHigh attention to detail, particularly when working with system configuration and financial dataFlexible and adaptable to shifting customer and team needsTo support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday Restaurant industry experienceBachelor’s degree with emphasis in business, finance, accounting, or information systemsStrong understanding of general business processes and workflowsExperience supporting SaaS or ERP platforms (e.g., enterprise software, financial systems, or operational management tools)Previousexperience in a technical support or customer-facing technical role #J-18808-Ljbffr Restaurant365