Support Specialist, Non Technical
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 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 youll add value:
- Support customers via tickets live chat andoutboundphone
- 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 theappropriate teamwith clear notes and context
- Manage a personal ticket queue while meeting SLA and quality expectations
- Participate in live chat rotations
- Identifyrecurring issues and suggest documentation improvements
- 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
- Other duties as assigned
What youll need to be successful in this role:
- 1 year experience in customer support help desk or call-center environments (SaaS preferred)
- Strong communicationskills (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 shiftsandworkdaysincluding providing clear andtimelycommunication with managementregardingavailability and scheduling changes
- PREFERRED QUALIFICATIONS
- Experience supporting SaaS business software (ERP/accounting/inventory tools a plus)
- Restaurant industry experience
- Bachelors degree in business finance accounting or related field
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
R365's cloud-based restaurant management software helps leaders master accounting, operations, & workforce to create incredible moments that drive profits.
