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