Enterprise Support Specialist

Mexico City - Mexico

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides aunique centralized solution for accounting and back-office operations for restaurants. Restaurant365s culture is focused on empowering team members to produce top-notch results while elevating their skills. Were constantly evolving and improving to make sure we are and always will be Best in Class ... and we want that for you too!

TheEnterprise Support Specialistprovides high-touch support to Restaurant365s Enterprise and Strategic customers across thefull R365 product suite and integrations. This role owns complex cases supports customersafter hours and helps manage the Enterprise support queues through proactiveworkassignmentsand prioritization.

How youll add value:

Customer & Case Management

Handle complex Enterprise cases across all R365 product areas and integrations.

Own customer communication from intake through resolution with cleartimely updates.

Troubleshoot configuration data and integration issues and provide solutions or workarounds.

Escalate issues to Product Engineering or other internal teams with complete documentation.

Maintainaccurate detailed ticket notes and meet SLA and quality expectations.

After-Hours Coverage

Provide scheduledafter-hourssupport(evenings/weekends/holidays as needed). After onboarding training theafter-hoursschedule willbe from 5:00pm to 1:00am CST.

Monitor high-priority queues and ensure urgent Enterprise issues are triaged and addressed.

Participate in on-call or incident response rotations for critical customer-impacting events.

Queue Management & Collaboration

Monitor Enterprise queues andassign/reassign workbased on skills urgency and capacity.

Identifyat-risk tickets and bottlenecks and surface them to team leads/managers.

Partner with Enterprise Success ECES Implementation Product and Engineering on priorities escalations and customer expectations.
Contribute to internal docs runbooks and knowledge base content for Enterprise workflows.

What youll need to be successful in this role:

Required Qualifications

Proventrack recordas ahigh-performing Support Specialistor similar SaaS support role.

Strong knowledge of at least one major area of the R365 product or comparable restaurant/ERP platform.

Demonstrated ability to troubleshoot complex multi-step and integration-related issues.

Excellent written and verbal communication skills with both technical and non-technical audiences.

Strong time management prioritization and documentation discipline.

Comfortable workinginticketingchat and phone-based support tools.

Willing and able to workafter-hoursshifts including evenings weekends or holidays as scheduled.

Preferred Qualifications

Experience supportingEnterprise or Strategic customersin a SaaS environment.

Deep experience with restaurant technology (POS payroll accounting HR/ATS or similar tools).

Prior experience withqueue management scheduling or work assignment.

Restaurant industry and/or accounting experience.

Bachelors degree in Business Information Systems Accounting ora relatedfield (or equivalent experience).

$291200 - $436800 a year

#LI-LH1

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

Required Experience:

How youll add value:

Customer & Case Management

Handle complex Enterprise cases across all R365 product areas and integrations.

Own customer communication from intake through resolution with cleartimely updates.

Troubleshoot configuration data and integration issues and provide solutions or workarounds.

Escalate issues to Product Engineering or other internal teams with complete documentation.

Maintainaccurate detailed ticket notes and meet SLA and quality expectations.

After-Hours Coverage

Provide scheduledafter-hourssupport(evenings/weekends/holidays as needed). After onboarding training theafter-hoursschedule willbe from 5:00pm to 1:00am CST.

Monitor high-priority queues and ensure urgent Enterprise issues are triaged and addressed.

Participate in on-call or incident response rotations for critical customer-impacting events.

Queue Management & Collaboration

Monitor Enterprise queues andassign/reassign workbased on skills urgency and capacity.

Identifyat-risk tickets and bottlenecks and surface them to team leads/managers.

Partner with Enterprise Success ECES Implementation Product and Engineering on priorities escalations and customer expectations.
Contribute to internal docs runbooks and knowledge base content for Enterprise workflows.

What youll need to be successful in this role:

Required Qualifications

Proventrack recordas ahigh-performing Support Specialistor similar SaaS support role.

Strong knowledge of at least one major area of the R365 product or comparable restaurant/ERP platform.

Demonstrated ability to troubleshoot complex multi-step and integration-related issues.

Excellent written and verbal communication skills with both technical and non-technical audiences.

Strong time management prioritization and documentation discipline.

Comfortable workinginticketingchat and phone-based support tools.

Willing and able to workafter-hoursshifts including evenings weekends or holidays as scheduled.

Preferred Qualifications

Experience supportingEnterprise or Strategic customersin a SaaS environment.

Deep experience with restaurant technology (POS payroll accounting HR/ATS or similar tools).

Prior experience withqueue management scheduling or work assignment.

Restaurant industry and/or accounting experience.

Bachelors degree in Business Information Systems Accounting ora relatedfield (or equivalent experience).

$291200 - $436800 a year

#LI-LH1

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

Required Experience:

Key Skills

Children Activity
Access Control
Human Resources Administration
Government
Actuary
Hydraulics

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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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