Support Specialist, Non Technical

Restaurant365; Ciudad de México; Híbrido; MXN 300,000 - 400,000; Jornada completa

Descripción de la vacante

A leading software provider located in Mexico City is seeking a Support Specialist to assist customers with the R365 platform. The successful candidate will support customers through various channels, including tickets, live chat, and phone calls. Key responsibilities include resolving customer issues, guiding them through workflows, and managing personal ticket queues while adhering to service level agreements. Ideal candidates will have prior experience in customer support, excellent communication skills, and a detail-oriented approach to problem-solving. This role offers a dynamic working environment with opportunities for hybrid or remote work.

Formación

• 1+ year experience in customer support, help desk, or call-center environments.
• Willingness to learn new software and support processes.
• Reliable and punctual attendance in assigned shifts.

Responsabilidades

• Support customers via tickets, live chat, and outbound phone.
• Guide customers through workflows and best practices.
• Troubleshoot common issues using support tools.

Conocimientos

Strong communication skills

Attention to detail

Time management

Solution-oriented under pressure

Excel skills

Educación

Bachelor’s degree in business, finance, accounting, or related field

Herramientas

Ticketing systems

Chat tools

Descripción del empleo

The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform. You’ll support customers through tickets, live chat, and phone calls, guiding them through workflows, resolving common issues, and escalating complex cases when needed. This role is ideal for someone who is detail-oriented, customer-focused, and thrives in a fast-paced, high-volume support environment.

How you'll add value:

• Support customers via tickets, live chat, and outbound phone
• Ask targeted questions to quickly understand and resolve customer issues
• Guide customers through Restaurant365 workflows and best practices
• Troubleshoot common issues using support tools and knowledge base resources
• Escalate complex issues to the appropriate team with clear notes and context
• Manage a personal ticket queue while meeting SLA and quality expectations
• Participate in live chat rotations
• Identify recurring issues and suggest documentation improvements
• 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
• Other duties as assigned

What you'll need to be successful in this role:

• 1+ year experience in customer support, help desk, or call-center environments (SaaS preferred)
• Strong communication skills (written and verbal)
• High attention to detail and strong time management skills
• Ability to work under pressure and stay solution-oriented
• Comfort using ticketing systems, chat tools, and phone support workflows
• Excel skills (sorting, filtering, basic formulas)
• Willingness to learn new software and support processes
• Reliable and punctual attendance in assigned shifts and workdays including providing clear and timely communication with management regarding availability and scheduling changes

PREFERRED QUALIFICATIONS

• Experience supporting SaaS business software (ERP/accounting/inventory tools a plus)
• Restaurant industry experience
• Bachelor’s degree in business, finance, accounting, or related field