Support Specialist, Operations
Core
Resolve customer questions and issues across the R365 platform via tickets, live chat, and phone calls.
Role type
Support Specialist
Builds
Cloud-based accounting and back-office operations platform for restaurants
Domain
SaaS / Restaurant Technology
Deliverable
client delivery
Required skills
troubleshooting, workflow guidance, ticket management, escalation, documentation improvement
Preferred skills
none stated
Technologies
none stated
Responsibilities
Support customers via tickets, live chat, and outbound phone calls; 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
