Support Specialist, Workforce

Support Specialist, Workforce

Austin, TX/Akron, Ohio/Irvine, CA / SF Bay Area/Northern California

Customer Success - Support /

Full Time /

Hybrid

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Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365's culture is focused on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we are and always will be "Best in Class" ... and we want that for you too!

SUMMARY

The Support Specialist, Workforce is responsible for supporting R365 Payroll clients and delivering a high-quality support experience. This role works closely with internal teams including Development, Engineering, ACH, and other cross-functional partners to resolve issues, communicate effectively, and ensure clients receive timely and accurate support. A successful applicant will have a proven track record of combining payroll and technical knowledge with excellent written and verbal communication skills, strong attention to detail, and the ability to stay organized while managing multiple tasks and priorities simultaneously. The combination of technical know-how, initiative, and a commitment to seeing issues through to resolution will be critical to success.

How you'll add value:

• Respond to technical support tickets

• Prompt customers for information necessary to troubleshoot problem reports

• Reach out to customers by phone and / or screen share as necessary to understand problem reports

• Help customers understand R365 payroll integration functionality

• Diagnose and document software defects and escalate them to management

• Participate in live chats

• Manage personal queue of customer tickets

• Identify gaps in company self-help documentation

• Identify and share ticket trends with Implementation Team

• Conduct Basic Training on an as-need basis

• Other duties as assigned

What you'll need to be successful in this role:

• Previous background with Payroll and HR Systems
• High attention to detail
• Excel knowledge
• Flexible and adaptable based on the needs of the client and internal team
• Solution oriented mindset with ability to articulate under pressure
• Effective communication skills, both written and verbal, with the ability to articulate complex content with a simplified explanation
• Strong technical aptitude with experience communicating across multiple platforms
• A passion for helping people get the most out of technology
• This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite at our U.S. office locations each Tuesday and Wednesday.

PREFERRED QUALIFICATIONS

• Familiarity with restaurant management
• Familiarity with restaurant labor scheduling and labor management
• Understanding of basic accounting journal entry principles
• Understanding of labor accruals
• Payroll Implementation Experience

R365 Team Member Benefits & Compensation

• This position has a salary range of $24.04 -$33.65 per hour. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

#BI-Remote

Internal Employees - R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions.

DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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