Support Specialist, Payroll

• Support customers via tickets, live chat, and outbound phone  

• Ask targeted questions to quickly understand and resolve customer issues  

• Guide customers through Restaurant365 workflows and best practices  

• Troubleshoot common issues using support tools and knowledge base resources  

• Escalate complex issues to the appropriate team with clear notes and context  

• Manage a personal ticket queue while meeting SLA and quality expectations  

• Participate in live chat rotations  

• Identify recurring issues and suggest documentation improvements  

• Demonstrate reliable and punctual attendance across assigned shifts, including remote or hybrid setups, while ensuring clear and timely communication with management regarding availability, scheduling changes, or unforeseen delays — particularly when supporting customers across multiple time zones. 

• Find opportunities to automate and improve how work gets done across your role with approved AI and other tools, choosing the right tool for each task, refining your prompts, and reviewing outputs for quality and time saved. 

• Other duties as assigned  

• 1+ year experience in customer support, help desk, or call-center environments (SaaS preferred)  

• Strong communication skills (written and verbal)  

• High attention to detail and strong time management skills  

• Ability to work under pressure and stay solution-oriented  

• Comfort using ticketing systems, chat tools, and phone support workflows  

• Excel skills (sorting, filtering, basic formulas)  

• Willingness to learn new software and support processes  

• Reliable and punctual attendance in assigned shifts and workdays including providing clear and timely communication with management regarding availability and scheduling changes  

• Curiosity and eagerness to use AI in your daily work, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs. 

PREFERRED QUALIFICATIONS 

• Experience supporting SaaS business software (ERP/accounting/inventory tools a plus)  

• Restaurant industry experience  

• Bachelor’s degree in business, finance, accounting, or related field