Support Specialist, Technical

hace 20 horas

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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