Support Specialist, Workforce

Restaurant365; Austin (CA); Hybrid; USD 33,117 - 46,356; Full time

Benefits offered by this job

Medical benefits

401k + matching

Equity option grant

Unlimited PTO

Wellness program

Job summary

Restaurant365 in Austin, TX is seeking a Support Specialist, Workforce to assist Payroll clients with high-quality support. This hybrid role combines payroll knowledge with technical support across multiple platforms, including phone, screen share, and live chats.

You will work closely with cross-functional teams to resolve issues, document defects, and provide timely guidance. The ideal candidate excels in technical communication, detail orientation, and prioritization while helping clients

Qualifications

• Previous background with Payroll and HR Systems.
• High attention to detail.
• Excel knowledge.
• Strong communication skills, written and verbal.

Responsibilities

• Respond to technical support tickets.
• Prompt customers for information necessary to troubleshoot problem reports.
• Reach out to customers by phone and/or screen share to understand issues.
• Explain R365 payroll integration functionality to customers.
• Diagnose and document software defects and escalate as needed.
• Participate in live chats.
• Manage personal queue of customer tickets.
• Identify gaps in self-help documentation.
• Share ticket trends with the Implementation Team.
• Conduct basic training as needed.
• Other duties as assigned.

Skills

Payroll systems

HR systems

Excel

Attention to detail

Communication

Technical aptitude

Job description

SUMMARY

The Support Specialist, Workforceis responsible forsupporting R365 Payroll clients and delivering a high-quality support experience. This role works closely with internal teams including Development, Engineering, ACH, and other cross-functional partners to resolve issues, communicate effectively, and ensure clients receivetimelyandaccuratesupport. A successful applicant will have a proventrack recordof combining payroll and technical knowledge with excellent written and verbal communication skills, strong attention to detail, and the ability to stay organized while managing multiple tasks and priorities simultaneously. The combination of technicalknow-how, initiative, and a commitment to seeing issuesthrough toresolution will be critical to success.

• Respond to technical support tickets
• Prompt customers for information necessary to troubleshoot problem reports
• Reach out to customers by phone and / or screen share as necessary to understand problem reports
• Help customers understand R365 payroll integration functionality
• Diagnose and document software defects and escape them to management
• Participate in live chats
• Manage personal queue of customer tickets
• Identify gaps in company self-help documentation
• Identify and share ticket trends with Implementation Team
• Conduct Basic Training on an as-need basis
• Other duties as assigned

REQUIREMENTS

• Previous background with Payroll and HR Systems
• High attention to detail
• Excel knowledge
• Flexible and adaptable based on the needs of the client and internal team
• Solution oriented mindset with ability to articulate under pressure
• Effective communication skills, both written and verbal, with the ability to articulate complex content with a simplified explanation
• Strong technical aptitude with experience communicating across multiple platforms
• A passion for helping people get the most out of technology
• This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsiteat our U.S.office locationseach Tuesday and Wednesday.

PREFERRED QUALIFICATIONS

• Familiarity with restaurant management
• Familiarity with restaurant labor scheduling and labor management
• Understanding of basic accounting journal entry principles
• Understanding of labor accruals
• Payroll Implementation Experience
• This position has a salary range of $24.04 -$33.65 per hour. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

Internal Employees - R365 is committed to growing talent from within. 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.

DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.