Support Specialist, Operations

• 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  

• 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  

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