Support Assistant

At RSS Technology Solutions we take pride in delivering smart reliable solutions to the restaurant industry. Were currently seeking a Support Assistant to join our dynamic Helpdesk team at our Blankenbaker location.

Are you someone who thrives in a fastpaced environment enjoys helping others and has a strong connection to the restaurant industry Were looking for a Support Assistant who can juggle a fastmoving phone queue and triage service requests.

This is an inoffice role based in our Blankenbaker warehouse location working closely with our Helpdesk team to support incoming calls and emails from our restaurant clients across the country. If youre a former quickservice restaurant professional looking for a new kind of challenge this could be your perfect fit.

JOB DUTIES AND RESPONSIBILITIES:

• Answer and triage incoming calls and emails from restaurant partners.
• Create and enter service orders (SOs) accurately and efficiently.
• Determine urgency of requests and route appropriately to Helpdesk team or other departments.
• Act as the knowledgeable switchboard operator who ensures nothing slips through the cracks.
• Collaborate with sales reps and internal teams to gather context and provide followthrough.
  
• Maintain detailed documentation of service tickets and client interactions.
  
• Learn and support a variety of restaurant technology platforms (25 supported systems).
  
• Participate in training sessions and shadowing to understand product functionality and support workflows.
  
• Contribute to team improvement by identifying recurring issues or inefficiencies.
  

QUALIFICATIONS

• Previous experience in a restaurant environment (quick service experience required).
  
• Professional calm and friendly phone presence; strong deescalation skills.
  
• Strong organizational skills and attention to detail.
  
• Technical aptitude and willingness to learn multiple platforms.
  
• Ability to prioritize under pressure and work independently while staying teamoriented.
  
• Experience in customer service support or call center roles preferred.
  
• Familiarity with service ticketing systems or support workflows a plus.
  

JOB COMPETENCIES:

Attention to Detail: Follows established guidelines and procedures to ensure accuracy; gets work right despite pressing deadlines; concentrates on routine work details and organizes and maintains a system of records; is alert and aware of surroundings and carefully monitors technical equipment or processes.

Commitment to Task: Demonstrates dependability and shows a sense of urgency about getting results; willing to commit the hours it takes to get the job completed; takes responsibility for actions and achieves results; overcomes obstacles.

Communication Skills: Presents ideas concepts and information effectively and clearly through the spoken and written word; actively listens; communicates comfortably with various audiences; responds effectively to questions; prepares clear concise and effective written communications; displays strong grammatical spelling composition and proofreading skills.

Customer Focused: Commits to meeting the needs and expectations of the organizations internal and external customers; delivers a high level of customer service; searches continually for ways to increase employee and customer satisfaction (i.e. customer feedback).

Flexibility: Adapts and changes course of action when appropriate; effectively transitions from task to task; deals well with unresolved situations frequent change delays or unexpected events; maintains objectives amidst shifting priorities.

Initiative: Takes action proactively; addresses issues or opportunities without supervision; focuses on desired results and accomplishments; demonstrates clear purpose enthusiasm and a cando attitude.

Execution: Manages multiple projects and effectively prioritizes tasks responsibilities and goals; uses goals to guide actions and creates detailed action plans; organizes and schedules people and tasks; utilizes resources effectively to meet goals.

Relationship Management: Initiates and develops relationships with others; demonstrates credibility; confronts conflict quickly and professionally; inspires confidence in others.

Teamwork: Works cooperatively with others to accomplish business goals and objectives; asks others for their ideas and opinions; supports teams decisions; contributes to the teams efforts.

WORKING CONDITIONS:

Physical Activity Frequency

Sitting Frequent

Standing Occasional

Crouching Bending Stooping Infrequent

Walking Occasional

Climbing Stairs Occasional

Reaching Occasional

Grasping Occasional

Pushing/Pulling Occasional

Lifting Occasional

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

RSS is an Equal Opportunity Employer.