Restaurant Tech Support Specialist
Job Location:
Mexico City - Mexico
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform through tickets live chat andother inbound channels. You will troubleshoot a mix of workflow configuration and data-related issues guide customers through best practices and partner with other teams to drive durable solutions. Depending on business needs you may have a primary product focus but the core expectations andsuccess profilefor this role are consistent across Support.
This role is ideal for someone who is detail-oriented customer-focused and thrives in a fast-paced high-volume SaaS support environment.
Customer Support & Troubleshooting
Support customers via tickets and chat along with other inbound channels providing clear empathetic and solution-orientedassistance.
Ask targeted questions to quickly understand the customers goal environment and constraints then narrow to a clear problem statement.
Diagnose and resolve common workflow configuration and data-related issues across assigned product areas.
Guide customers through R365 workflows and best practices helping them get value from the platformnot just fix the immediate issue.
Route non-applicable or out-of-scope issues to theappropriateteamwith clear context expectations and next steps.
Escalations Defects and Cross-Team Collaboration
Identify document and escalate suspectedproductdefects with clear reproduction steps impact and environment details.
For issues linked to defects manage customer communication end-to-end: confirm reproduction set expectations provide status updates and notify customers when fixes are delivered.
Participate in triage or working sessions (as needed) with Product Development Support leadership and other stakeholders toalignpriority and next steps for key issues.
Contribute to team visibility of known issues sopeerscan quickly understand current product limitations and workarounds.
Queue Management Quality and Documentation
Own a personal ticket queuebalancespeed quality and customer experience while meeting or exceeding SLA and quality standards.
Participate in live chat rotations and other real-time support channelsmaintainingprofessional concise andaccuratecommunication.
Proactivelyidentifyrecurring issues knowledge gaps or process friction and recommend improvements to internal and customer-facing documentation.
Demonstrate reliable and punctual attendance for assigned shifts and workdays including clear communication around availability schedule changes or unforeseen delays.
Teamwork Learning and Continuous Improvement
Be a team player collaborating with peers Team Leads Managers and cross-functional partners to resolve complex cases and share learnings.
Activelyseekand apply feedback from QA reviews coaching sessions and peer input to continuously improve your product knowledge troubleshooting skills and customer communication.
Contribute to a positive team culture by sharing knowledge supporting teammates and modeling the behaviors and values expected of R365 Support Specialists.
Successful Support Specialists consistentlydemonstrate:
Positive Solution-Oriented Mindset Approaches challenges constructively andassumespositive intent with customers and colleagues.
Active Listening Fully understands customer needs by listening clarifying and confirming before responding.
Clear Communication Communicates professionally and effectively across email chat phone and internal tools.
Attention to Detail Ensures accuracy by carefully managing configurations data and workflows.
Time & Priority Management Effectively handles high ticket volume while meeting SLA and quality targets.
Coachability & Growth Embraces feedback and continuously improves skills and approach.
Collaboration Partners with teammates and cross-functional groups to achieve strong customer outcomes.
Required Qualifications:
1 year experience in customer support help desk call center or a similar customer-facing role (SaaS experience preferred).
- Availability to cover different schedules.
Strong written and verbal communication skills with the ability to explain complex topics in simple terms.
High attention to detail and strongtimemanagementand organizational skills.
Ability to stay calm solution-oriented and professional in high-pressure or escalated situations.
Comfort working across multiple tools and systems (ticketing platforms chat phone internal documentation and reporting).
Proficiencywith Excel/Sheets for data review sorting filtering and basic formulas (especially for roles working heavily with financial or workforce data).
Basic understanding of howweb applications and APIswork:
* HTTP methods (GET POST PUT DELETE)
* Common status codes (2xx 4xx 5xx)
* Headers query parameters request/response bodies
Reliable predictable attendance across assigned shifts including proactive communication about schedule constraints or changes.
Preferred Qualifications:
- Bachelors degree in business finance accounting information systems or a related field.
Experience supporting SaaS business applications (e.g. ERP accounting inventory workforce management or similar platforms).
Restaurant hospitality or multi-unit operations experience.
Experience with integrated systems andunderstanding ofhow data flows between applications.
Familiarity withfile transferconcepts:
FTP/SFTP basics
Directory structures file naming conventions
Verifying file presence timestamps and file sizes
For more technical or Developmentfocused tracks:
Familiarity with defect tracking and scenario testing (e.g. Jira QA workflows).
Demonstrated comfort with basic programming logic or complex troubleshooting scenarios.
Comfort withlogs:
Reading timestamps severity (INFO/WARN/ERROR)
Locating relevant log entries for a specific transaction store or time window
Recognizing common error patterns (auth failures timeouts invalid data parsing errors)
Comfort withlogs and Data Bases:
Reading timestamps severity (INFO/WARN/ERROR)
Locating relevant log entries for a specific transaction store or time window
Recognizing common error patterns (auth failures timeouts invalid data parsing errors)
Benefit options include:
- Law Benefits
- Major Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Meal Vouchers
- 30-day Christmas bonus
- Saving Fund
- Monthly Internet & Electricity Stipend
- And more!
Required Experience:
IC
About Company
R365's cloud-based restaurant management software helps leaders master accounting, operations, & workforce to create incredible moments that drive profits.
