The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform through tickets, live chat, and other inbound channels. You will troubleshoot a mix of workflow, configuration, and data-related issues, guide customers through best practices, and partner with other teams to drive durable solutions. Depending on business needs, you may have a primary product focus, but the core expectations and success profile for this role are consistent across Support.
This role is ideal for someone who is detail-oriented, customer-focused, and thrives in a fast-paced, high-volume SaaS support environment.
How you'll add value:
Customer Support & Troubleshooting
-
Support customers via tickets and chat along with other inbound channels, providing clear, empathetic, and solution-oriented assistance.
-
Ask targeted questions to quickly understand the customer’s goal, environment, and constraints, then narrow to a clear problem statement.
-
Diagnose and resolve common workflow, configuration, and data-related issues across assigned product areas.
-
Guide customers through R365 workflows and best practices, helping them get value from the platform, not just fix the immediate issue.
-
Route non-applicable or out-of-scope issues to the appropriate team with clear context, expectations, and next steps.
Escalations, Defects, and Cross-Team Collaboration
-
Identify, document, and escalate suspected product defects with clear reproduction steps, impact, and environment details.
-
For issues linked to defects, manage customer communication end-to-end: confirm reproduction, set expectations, provide status updates, and notify customers when fixes are delivered.
-
Participate in triage or working sessions (as needed) with Product, Development, Support leadership, and other stakeholders to align priority and next steps for key issues.
-
Contribute to team visibility of known issues so peers can quickly understand current product limitations and workarounds.
Queue Management, Quality, and Documentation
-
Own a personal ticket queue, balance speed, quality, and customer experience while meeting or exceeding SLA and quality standards.
-
Participate in live chat rotations and other real-time support channels, maintaining professional, concise, and accurate communication.
-
Proactively identify recurring issues, knowledge gaps, or process friction and recommend improvements to internal and customer-facing documentation.
-
Demonstrate reliable and punctual attendance for assigned shifts and workdays, including clear communication around availability, schedule changes, or unforeseen delays.
Teamwork, Learning, and Continuous Improvement
-
Be a team player, collaborating with peers, Team Leads, Managers, and cross-functional partners to resolve complex cases and share learnings.
-
Actively seek and apply feedback from QA reviews, coaching sessions, and peer input to continuously improve your product knowledge, troubleshooting skills, and customer communication.
-
Contribute to a positive team culture by sharing knowledge, supporting teammates, and modeling the behaviors and values expected of R365 Support Specialists.
Core Competencies:
Successful Support Specialists consistently demonstrate:
-
Positive, Solution-Oriented Mindset – Approaches challenges constructively and assumes positive intent with customers and colleagues.
-
Active Listening – Fully understands customer needs by listening, clarifying, and confirming before responding.
-
Clear Communication – Communicates professionally and effectively across email, chat, phone, and internal tools.
-
Attention to Detail – Ensures accuracy by carefully managing configurations, data, and workflows.
-
Time & Priority Management – Effectively handles high ticket volume while meeting SLA and quality targets.
-
Coachability & Growth – Embraces feedback and continuously improves skills and approach.
-
Collaboration – Partners with teammates and cross-functional groups to achieve strong customer outcomes.
What you'll need to be successful:
Required Qualifications:
-
1+ year experience in customer support, help desk, call center, or a similar customer-facing role (SaaS experience preferred).
- Availability to cover different schedules.
-
Strong written and verbal communication skills with the ability to explain complex topics in simple terms.
-
High attention to detail and strong time management, and organizational skills.
-
Ability to stay calm, solution-oriented, and professional in high-pressure or escalated situations.
-
Comfort working across multiple tools and systems (ticketing platforms, chat, phone, internal documentation, and reporting).
-
Proficiency with Excel/Sheets for data review, sorting, filtering, and basic formulas (especially for roles working heavily with financial or workforce data).
-
Basic understanding of how web applications and APIs work:
* HTTP methods (GET, POST, PUT, DELETE)
* Common status codes (2xx, 4xx, 5xx)
* Headers, query parameters, request/response bodies
-
Reliable, predictable attendance across assigned shifts, including proactive communication about schedule constraints or changes.
- Bachelor’s degree in business, finance, accounting, information systems, or a related field.
-
Experience supporting SaaS business applications (e.g., ERP, accounting, inventory, workforce management, or similar platforms).
-
Restaurant, hospitality, or multi-unit operations experience.
-
Experience with integrated systems and understanding of how data flows between applications.
-
Familiarity with file transfer concepts:
-
FTP/SFTP basics
-
Directory structures, file naming conventions
-
Verifying file presence, timestamps, and file sizes
-
For more technical or Development focused tracks:
-
Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows).
-
Demonstrated comfort with basic programming logic or complex troubleshooting scenarios.
-
Comfort with logs:
-
Reading timestamps, severity (INFO/WARN/ERROR)
-
Locating relevant log entries for a specific transaction, store, or time window
-
Recognizing common error patterns (auth failures, timeouts, invalid data, parsing errors)
-
Comfort with logs and Data Bases:
-
Reading timestamps, severity (INFO/WARN/ERROR)
-
Locating relevant log entries for a specific transaction, store, or time window
-
Recognizing common error patterns (auth failures, timeouts, invalid data, parsing errors)
Preferred Qualifications:
Compensation
Compensation for this position is $264,000 - $351,000 MXN annually ($22,000 - $29,250 monthly), depending on experience. We also offer a comprehensive benefits package designed to support your health, well-being, and work-life balance.Benefit options include: