Restaurant Tech Support Specialist

ClientSupport and Technical Troubleshooting

• Supportclientsthrough tickets chat and other inbound channels with clear professional and empathetic communication.

• Ask thoughtful targeted questions to understand theclientsissue environment recent changes and business impact beforedeterminingnextsteps.

• Troubleshoot integration configuration workflowfile transfer and data-related issues across assigned product areas.

• Guideclientsthrough Restaurant365 workflows and best practices helping them not only resolve issues but also use the product more effectively.

• Identifywhether a case is a setup request break-fix issue data discrepancy or out-of-scope request and route it appropriately with strong documentation and clearclientsexpectations.

Integration Ownership by Workstream

• Support POS-related workflows such as new integrations add-ons swaps repolls local installs scheduled-task review and troubleshooting of sales or labor data flow where applicable.

• SupportNon-POSintegration workflows such as FTP/SFTP setup vendor invoice integrations purchase order integrations banking integrations AP Capture coordination API connectivity support and payroll or HR-related integrations.

• Validate data flow credentials file presence configuration details and environment-specific requirements when investigating integration issues.

• Use internal documentation historical tickets and approved troubleshooting tools to diagnose problems anddeterminethe fastest path to resolution.

Escalations Defects and Cross-Functional Collaboration

• Recognize when an issue requires escalation due to scope access limitations suspected defects or ownership by another team.

• Document escalations clearly including theclientsimpact reproduction details troubleshooting completed supporting evidence and recommended next steps.

• Manageclientcommunication throughout escalated or defect-related issues by setting expectations providing updates and confirming resolution once available.

• Partner effectively with Product Development Support leadership and other cross-functional teams during triage issue review and handoff situations.

Queue Management Quality and Documentation

• Own and manage a personal ticket queue while balancing quality speed accuracy andclientsexperience.

• Meet or exceed established service levels response-time expectations and quality standards across assigned support channels.

• Participate in live chat and other real-time support workflows with conciseaccurate and customer-friendly communication.

• Maintain strong ticket hygiene by documenting troubleshooting steps decisionsclientsupdates and handoffs thoroughly.

• Identifyrepeat issues process gaps and knowledge-basedopportunities and contribute to improvements in internal and customer-facing documentation.

Teamwork Learning and Continuous Improvement

• Collaborate closely with peers Team Leads Managers and partner teams to resolve complex issues and improve team knowledge.

• Apply feedback from QA reviews coaching sessions ticket audits and peer collaboration to strengthen troubleshooting communication and technical judgment.

• Demonstrate reliability professionalism and accountability in daily shift coverage attendance and follow-through.

• Contribute to a positive team culture by sharing knowledge helping teammates and supporting continuous process improvement.

Successful specialists in this role consistentlydemonstrate:

• Technical troubleshooting mindset

• Clear and professional written communication

• Active listening and strong discovery skills

• Attention to detail and accuracy

• Time management and ticket prioritization

• Sound escalation judgment

• Coachability and continuous learning

• Cross-functional collaboration

• Calm solution-orientedclienthandling

• Comfort navigating multiple systems and documentation sources

Required Qualifications

• 1 year of experience in technical support help desk SaaS support or anothercustomer-facing troubleshooting role

• Strong written and verbal communication skills with the ability to explain technical concepts in simple customer-friendly language

• Ability to investigate issues methodically ask strong follow-up questions and narrow broad problems into a clear issue statement

• Experience managing multiple priorities in a queue-based or SLA-driven environment

• Comfort working across several tools at once such as ticketing systems chat internal documentation spreadsheets and support utilities

• Strong attention to detail organization and follow-through

• Ability to remain calm professional and customer-focused in escalated or high-pressure situations

• Experience with POS integration or technical support environments

• Familiarity with APIs file transfers and system-to-system troubleshooting

• Working knowledge of FTP/SFTP concepts file naming conventions directory

structures and validating file delivery

• Reliable attendance and flexibility to support assigned schedules

Preferred Qualifications

• Bachelors degree in computer science software engineering information systems orrelated fields.

• Experience supporting ERP accounting hospitality restaurant-tech workforce payroll banking or integration-based SaaS products

• Comfort reviewing logs timestamps error messaging and system behavior toidentifylikely failurepoints

• Familiarity with spreadsheets for filtering sorting and reviewing transactional or operational data

• Experience with defect documentation QA workflows or Jira-style escalation processes

Helpful Technical Foundations

Candidates do not need to be developers but strong candidates are often comfortable with:

• Basic API concepts such as endpoints request/response structure headers and common HTTP status codes

• File-transfer concepts such as FTP/SFTP access directories andvalidatingwhether expected files arrived

• Troubleshooting patterns such as isolating scope comparing working vs. not working reviewing timestamps and confirming recent changes

• Reading basic logs andidentifyingcommon issues such as authentication failures timeouts invalid data or processing errors

What Success Looks Like

A successfulRestaurant TechSupport Specialist:

• Resolvesclientissues efficiently whilemaintaininga strongclientexperience

• Communicates clearly and proactively especially when issues require investigation or escalation

• Demonstrates sound judgment in troubleshooting ownership and routing

• Learns assigned product areas quickly and builds confidence across increasingly complex cases

• Maintains strong queue management quality and documentation habits

• Contributes positively to team effectiveness and continuous improvement

• 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!