Restaurant365
Support
SupportSpecialist,Technical
Neural analysis suggests this role is
optimal for Entry candidates.
“Support Specialist, Technical at Restaurant365. Skills: Technical Support, Customer Service, Troubleshooting, SaaS Platform Support. Provide advanced technical support. Troubleshoot configuration, workflow, data issues”
Industry & Context.
Structured problem-solving; Troubleshooting configuration issues; Troubleshooting workflow issues; Troubleshooting data issues; Diagnose issues; Resolve issues; Complex troubleshooting scenarios
Availability to cover different schedules
What They're Looking For.
Must Have
1+ year experience in customer support, help desk, call center, or a similar customer-facing role, Availability to cover different schedules, written and verbal communication skills with the ability to explain complex topics in simple terms, High attention to detail and 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, 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
Nice to Have
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, 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
What You'll Do.
Provide advanced technical support
Troubleshoot configuration
Support customers via tickets and chat
solution-oriented assistance
Ask targeted questions to understand customer goals
Diagnose and resolve workflow
Guide customers through workflows and best practices
Route non-applicable issues to appropriate teams
escalate product defects
Manage customer communication for defect-related issues
Participate in triage sessions
Contribute to team visibility of known issues
Own personal ticket queue
Meet or exceed SLA and quality standards
Participate in live chat rotations
Maintain professional
accurate communication
Identify recurring issues and recommend improvements
Demonstrate reliable and punctual attendance
Collaborate with peers and cross-functional partners
Apply feedback for continuous improvement
Contribute to positive team culture
How You'll Work.
Team & Collaboration
Collaborate with peers, Team Leads, Managers; Partner with cross-functional groups; Participate in triage sessions with Product, Development, Support leadership; Share learnings with teammates
Communication Scope
Written communication; Verbal communication; Explain complex topics simply; Clear communication; Empathetic communication; Solution-oriented communication; Professional communication; Concise communication; Accurate communication
Full Job Description
## Description 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 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
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