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)