The Support Specialist, Technical is responsible for providing advanced technical support to Restaurant365 customers across the R365 platform. This role focuses on troubleshooting configuration, workflow, and data\-related issues in a complex SaaS / ERP environment, supporting business critical restaurant operations. The ideal candidate brings strong technical aptitude, structured problem\-solving skills, and the ability to communicate clearly with both technical and non\-technical stakeholders. ### **How you'll add value:** * 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 ### **What you'll need to be successful in this role:** * 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)