Support Specialist, POS

• Provide technical support for Restaurant365 platform  

• Manage customer communications through tickets, live chat, and outbound phone support  

• Gather detailed technical and business information from customers to troubleshoot reported issues  

• Diagnose configuration, workflow, and data-related issues and deliver accurate solutions  

• Educate customers on Restaurant365 system functionality and best practices  

• Route non-technical or non-applicable issues to appropriate teams when necessary  

• Identify, document, and escalate suspected software defects with clear reproduction steps and impact details  

• Participate in live chat rotations  

• Manage a personal queue of customer tickets while meeting SLA and quality standards  

• Identify gaps in internal and customer-facing documentation and contribute improvements  

• Assist Support leadership in rolling out new platform features or workflows  

• 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  

• High attention to detail, particularly when working with system configuration and financial data  

• Strong Excel skills, including data review and validation  

• Flexible and adaptable to shifting customer and team needs  

• Solution-oriented mindset with the ability to troubleshoot and communicate clearly under pressure  

• Excellent written and verbal communication skills, with the ability to simplify complex technical concepts  

• Strong technical aptitude and comfort working across multiple support platforms (ticketing systems, chat, outbound phone)  

• Experience working with integrated systems and understanding how data flows between applications  

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

PREFERRED QUALIFICATIONS 

• Bachelor’s degree with emphasis in business, finance, accounting, or information systems  

• Restaurant industry experience  

• Strong understanding of general business processes and workflows  

• Previous experience in a technical support or customer-facing technical role  

• Experience supporting SaaS or ERP platforms (e.g., enterprise software, financial systems, or operational management tools)