Support Specialist, Technical

Mexico City - Mexico

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

The Support SpecialistTechnical is responsible forproviding advanced technical support to Restaurant365 customers across the R365 role focuses on troubleshooting configuration workflow and data-related issues in a complex SaaS / ERP environment supporting businesscritical restaurant ideal candidate brings strong technical aptitude structured problem-solving skills and the ability to communicate clearly with both technical and non-technical stakeholders.

How youll add value:

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 escalate 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

What youll need to be successful in this role:

High attention to detail particularly when working with system configuration and financial data
Strong Excel skills including data review and validation
Flexible and adaptable to shifting customer and team needs
Solution-oriented mindset with the ability to troubleshoot and communicate clearly under pressure
Excellent written and verbal communication skills with the ability to simplify complex technical concepts
Strong technical aptitude and comfort working across multiple support platforms (ticketing systems chatoutboundphone)
Experienceworking with integrated systems andunderstanding how data flows betweenapplications
Reliable and punctual attendance in assigned shiftsandworkdaysincluding providing clear andtimelycommunication with managementregardingavailability and scheduling changes

PREFERRED QUALIFICATIONS

Bachelors degree with emphasis in business finance accounting or information systems
Restaurant industry experience
Strong understanding of general business processes and workflows
Previousexperience ina technicalsupport or customer-facing technical role
Experience supporting SaaS or ERP platforms (e.g. enterprise software financial systems or operational management tools)

Required Experience:

How youll add value:

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 escalate 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

What youll need to be successful in this role:

High attention to detail particularly when working with system configuration and financial data
Strong Excel skills including data review and validation
Flexible and adaptable to shifting customer and team needs
Solution-oriented mindset with the ability to troubleshoot and communicate clearly under pressure
Excellent written and verbal communication skills with the ability to simplify complex technical concepts
Strong technical aptitude and comfort working across multiple support platforms (ticketing systems chatoutboundphone)
Experienceworking with integrated systems andunderstanding how data flows betweenapplications
Reliable and punctual attendance in assigned shiftsandworkdaysincluding providing clear andtimelycommunication with managementregardingavailability and scheduling changes

PREFERRED QUALIFICATIONS

Bachelors degree with emphasis in business finance accounting or information systems
Restaurant industry experience
Strong understanding of general business processes and workflows
Previousexperience ina technicalsupport or customer-facing technical role
Experience supporting SaaS or ERP platforms (e.g. enterprise software financial systems or operational management tools)

Required Experience:

Key Skills

Dhcp
SQL
Active Directory
VOIP
VMware
Customer Service
Windows
Trouble Shooting
Java
VPN
Sharepiont
hardware
Dns
Technical Support
Software Applications

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About Company

Restaurant365

R365's cloud-based restaurant management software helps leaders master accounting, operations, & workforce to create incredible moments that drive profits.

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