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Restaurant365

Posted 5 months ago

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Support Specialist, Non Technical

Mexico CityRemoteFull-time

AI Summary

Supports customers of Restaurant365 through tickets, live chat, and phone, guiding them through workflows and troubleshooting issues. Escalates complex cases with clear notes and context.

About this role

The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform.  You’ll support customers through tickets, live chat, and phone calls, guiding them through workflows, resolving common issues, and escalating complex cases when needed. This role is ideal for someone who is detail-oriented, customer-focused, and thrives in a fast-paced, high-volume support environment. 

How you'll add value:

  • 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 

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

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

    • Compensation

  • Compensation for this position is $18,400–$27,600 MXN monthly, depending on experience.
    • We also offer a comprehensive benefits package designed to support your health, well-being, and work-life balance.
    Benefit options include:
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Meal Allowance
  • Monthly Internet & Electricity Stipend
  • Mental Health Support Resources
  • And more!

    • Skills

    Accounting/inventory ToolsERP SoftwareExcel (sorting, Filtering, Basic Formulas)Knowledge Base NavigationLive ChatMultitasking In High-volume EnvironmentsPhone Support WorkflowsSaaS SupportTicketing SystemsTime Management

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