Support Specialist, POS
Core
Provide advanced technical support for Restaurant365's cloud-based SaaS/ERP platform, troubleshooting configuration, workflow, and data-related issues for restaurant customers.
Role type
Senior IC technical support specialist (SaaS/ERP)
Builds
Restaurant365 platform (accounting and back-office operations for restaurants)
Domain
Restaurant technology / SaaS / ERP
Deliverable
client delivery
Required skills
technical aptitude, structured problem-solving, troubleshooting configuration/workflow/data issues, customer communication, documentation
Preferred skills
ability to communicate with technical and non-technical stakeholders, system functionality knowledge
Technologies
SaaS platforms, ERP systems, ticketing systems, live chat tools
Responsibilities
Provide technical support for the Restaurant365 platform; Manage customer communications through tickets, live chat, and phone support; Gather detailed technical and business information to troubleshoot issues; Diagnose configuration, workflow, and data-related issues and deliver accurate solutions; Educate customers on system functionality and best practices; Identify, document, and escalate suspected software defects with clear reproduction steps; Manage a personal queue of customer tickets while meeting SLA and quality standards.
Seniority
Mid-level, hands-on IC