Support Specialist (POS)

• 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
• 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
• 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 stakeholders
• Solution-oriented mindset with the ability to troubleshoot and communicate clearly under pressure
• 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
• Strong technical aptitude and comfort working across multiple support platforms (ticketing systems, chat, outbound phone)
• Strong Excel skills, including data review and validation
• Excellent written and verbal communication skills, with the ability to simplify complex technical concepts
• High attention to detail, particularly when working with system configuration and financial data
• Flexible and adaptable to shifting customer and team needs
• To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday
• If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions
• Restaurant industry experience
• Bachelor’s degree with emphasis in business, finance, accounting, or information systems
• Strong understanding of general business processes and workflows
• Experience supporting SaaS or ERP platforms (e.g., enterprise software, financial systems, or operational management tools)
• Previous experience in a technical support or customer-facing technical role