Support Specialist

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 

• Support customers via tickets and chat along with other inbound channels, providing clear, empathetic, and solution-oriented assistance. 

• Ask targeted questions to quickly understand the customer’s 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 platform, not just fix the immediate issue. 

• 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 

• Identify, document, and escalate suspected product defects 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 to align priority and next steps for key issues. 

• Contribute to team visibility of known issues so peers can quickly understand current product limitations and workarounds. 

Queue Management, Quality, and Documentation 

• Own a personal ticket queue, balance speed, quality, and customer experience while meeting or exceeding SLA and quality standards. 

• Participate in live chat rotations and other real-time support channels, maintaining professional, concise, and accurate communication. 

• Proactively identify recurring 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. 

• Actively seek and 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 consistently demonstrate: 

• Positive, Solution-Oriented Mindset – Approaches challenges constructively and assumes positive 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.