SaaS Support Specialist – Hybrid & Flexible PTO

Restaurant365; Austin (TX); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation package

Comprehensive medical benefits

100% employee medical/dental/vision

401k + matching

Stock options

Flexible PTO + company holidays

Wellness initiatives

Hybrid with onsite Tue/Wed

Job summary

Restaurant365 is seeking a Support Specialist to assist customers across the R365 platform via tickets, live chat, and phone. You will guide users through workflows, resolve issues, and escalate complex cases when needed in a fast-paced environment.

The role emphasizes attention to detail, strong communication, and the ability to manage multiple time zones while maintaining reliable attendance in a hybrid setup.

Qualifications

• 1+ year experience in customer support, help desk, or call-center environments (SaaS preferred).
• Strong written and verbal communication skills.
• 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.

Responsibilities

• 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.

Skills

Customer support

SaaS experience

Communication skills

Time management

Attention to detail

Ticketing systems

Excel basics

Education

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

Tools

Ticketing systems

Chat tools

Phone support workflows

Excel

Job description

Restaurant365 is seeking a Support Specialist to assist customers across the R365 platform via tickets, live chat, and phone. You will guide users through workflows, resolve issues, and escalate complex cases when needed in a fast-paced environment.

The role emphasizes attention to detail, strong communication, and the ability to manage multiple time zones while maintaining reliable attendance in a hybrid setup.