Support Specialist (POS)

Restaurant365; Austin (TX); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible Time Off

401k with employer matching

Stock options to purchase equity

Health Savings and Flexible Spending**

Fully Covered Health Insurance

Annual learning and development reimbu

Job summary

Restaurant365 is seeking a Support Specialist, Technical to deliver advanced support to customers across the R365 platform. You will troubleshoot configuration, workflow, and data issues in a complex SaaS/ERP environment and help ensure smooth restaurant operations.

The role requires experience with integrated systems, strong Excel skills, excellent written and verbal communication, and the ability to work across time zones in remote or hybrid setups. Onsite Tuesdays and Wednesdays are required.

Qualifications

• Bachelor’s degree in business, finance, accounting, or information systems.
• Strong technical aptitude and problem-solving abilities.
• Experience with SaaS or ERP platforms.
• Excellent communication skills, both written and verbal.

Responsibilities

• Provide advanced technical support across the Restaurant365 platform.
• Troubleshoot configuration, workflow, and data issues.
• Coordinate with customers via tickets, live chat, and outbound phone.
• Educate customers on system functionality and best practices.
• Escalate defects with reproduction steps and impact details.
• Maintain SLA and manage personal ticket queue.
• Participate in live chat rotations.
• Assist leadership with roll-out of new features.

Skills

Excel skills

Communication skills

Technical aptitude

Problem solving

Attention to detail

Education

Bachelor’s degree in business, finance, accounting, or information systems

Tools

Ticketing systems

Live chat

Job description

• The Support Specialist,Technicalis responsible forproviding 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 businesscritical restaurant operations
• Provide technical support for Restaurant365 platform
• Manage customer communications through tickets, live chat, andoutboundphone support
• Gather detailed technical and business information from customers to troubleshoot reported issues
• Diagnose configuration, workflow, and data-related issues and deliveraccuratesolutions
• Educate customers on Restaurant365 system functionality and best practices
• Route non-technical or non-applicable issues toappropriate teamswhen necessary
• Identify, document, and elevate 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
• Identifygaps 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 andtimelycommunication with managementregardingavailability, 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 stakeholdersSolution-oriented mindset with the ability to troubleshoot and communicate clearly under pressureExperienceworking with integrated systems andunderstanding how data flows betweenapplicationsReliable and punctual attendance in assigned shiftsandworkdaysincluding providing clear andtimelycommunication with managementregardingavailability and scheduling changesStrong technical aptitude and comfort working across multiple support platforms (ticketing systems, chat,outboundphone)Strong Excel skills, including data review and validationExcellent written and verbal communication skills, with the ability to simplify complex technical conceptsHigh attention to detail, particularly when working with system configuration and financial dataFlexible and adaptable to shifting customer and team needsTo support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday

Restaurant industry experienceBachelor’s degree with emphasis in business, finance, accounting, or information systemsStrong understanding of general business processes and workflowsExperience supporting SaaS or ERP platforms (e.g., enterprise software, financial systems, or operational management tools)Previousexperience in a technical support or customer-facing technical role