The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform through tickets, live chat, and other 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 and success profile for 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
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Support customers via tickets and chat along with other inbound channels, providing clear, empathetic, and solution-oriented assistance.
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Ask targeted questions to quickly understand the customer’s goal, environment, and constraints, then narrow to a clear problem statement.
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Diagnose and resolve common workflow, configuration, and data-related issues across assigned product areas.
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Guide customers through R365 workflows and best practices, helping them get value from the platform, not just fix the immediate issue.
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Route non-applicable or out-of-scope issues to the appropriate team with clear context, expectations, and next steps.
Escalations, Defects, and Cross-Team Collaboration
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Identify, document, and escalate suspected product defects with clear reproduction steps, impact, and environment details.
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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.
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Participate in triage or working sessions (as needed) with Product, Development, Support leadership, and other stakeholders to align priority and next steps for key issues.
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Contribute to team visibility of known issues so peers can quickly understand current product limitations and workarounds.
Queue Management, Quality, and Documentation
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Own a personal ticket queue, balance speed, quality, and customer experience while meeting or exceeding SLA and quality standards.
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Participate in live chat rotations and other real-time support channels, maintaining professional, concise, and accurate communication.
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Proactively identify recurring issues, knowledge gaps, or process friction and recommend improvements to internal and customer-facing documentation.
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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
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Be a team player, collaborating with peers, Team Leads, Managers, and cross-functional partners to resolve complex cases and share learnings.
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Actively seek and apply feedback from QA reviews, coaching sessions, and peer input to continuously improve your product knowledge, troubleshooting skills, and customer communication.
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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 consistently demonstrate:
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Positive, Solution-Oriented Mindset – Approaches challenges constructively and assumes positive intent with customers and colleagues.
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Active Listening – Fully understands customer needs by listening, clarifying, and confirming before responding.
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Clear Communication – Communicates professionally and effectively across email, chat, phone, and internal tools.
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Attention to Detail – Ensures accuracy by carefully managing configurations, data, and workflows.
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Time & Priority Management – Effectively handles high ticket volume while meeting SLA and quality targets.
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Coachability & Growth – Embraces feedback and continuously improves skills and approach.
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Collaboration – Partners with teammates and cross-functional groups to achieve strong customer outcomes.
What you’ll need to be successful:
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1+ year experience in customer support, help desk, call center, or a similar customer-facing role (SaaS experience preferred).
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Availability to cover different schedules.
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Strong written and verbal communication skills with the ability to explain complex topics in simple terms.
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High attention to detail and strong time management, and organizational skills.
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Ability to stay calm, solution-oriented, and professional in high-pressure or escalated situations.
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Comfort working across multiple tools and systems (ticketing platforms, chat, phone, internal documentation, and reporting).
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Proficiency with Excel/Sheets for data review, sorting, filtering, and basic formulas (especially for roles working heavily with financial or workforce data).
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Basic understanding of how web applications and APIs work:
* HTTP methods (GET, POST, PUT, DELETE)
* Common status codes (2xx, 4xx, 5xx)
* Headers, query parameters, request/response bodies
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Reliable, predictable attendance across assigned shifts, including proactive communication about schedule constraints or changes.
Preferred Qualifications:
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Bachelor’s degree in business, finance, accounting, information systems, or a related field.
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Experience supporting SaaS business applications (e.g., ERP, accounting, inventory, workforce management, or similar platforms).
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Restaurant, hospitality, or multi-unit operations experience.
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Experience with integrated systems and understanding of how data flows between applications.
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Familiarity with file transfer concepts:
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Directory structures, file naming conventions
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Verifying file presence, timestamps, and file sizes
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For more technical or Development focused tracks:
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Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows).
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Demonstrated comfort with basic programming logic or complex troubleshooting scenarios.
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Reading timestamps, severity (INFO/WARN/ERROR)
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Locating relevant log entries for a specific transaction, store, or time window
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Recognizing common error patterns (auth failures, timeouts, invalid data, parsing errors)
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Comfort with logs and Data Bases:
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Reading timestamps, severity (INFO/WARN/ERROR)
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Locating relevant log entries for a specific transaction, store, or time window
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Recognizing common error patterns (auth failures, timeouts, invalid data, parsing errors)
Compensation for this position is $264,000 - $351,000 MXN annually ($22,000 - $29,250 monthly), depending on experience.
We also offer a comprehensive benefits package designed to support your health, well-being, and work-life balance.
Benefit options include:
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Monthly Internet & Electricity Stipend
Only resumes submitted in English will be considered!