Support Specialist, Technical

hace 1 día

Ciudad de México, Ciudad de México Restaurant365 A tiempo completo

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)  

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