Support Specialist

The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform through tickets, live chat, and other inbound channels. You will troubleshoot a mix of workflow, configuration, and data-related issues, guide customers through best practices, and partner with other teams to drive durable solutions. Depending on business needs, you may have a primary product focus, but the core expectations and success profile for this role are consistent across Support.

This role is ideal for someone who is detail-oriented, customer-focused, and thrives in a fast-paced, high-volume SaaS support environment.

How you'll add value:

Customer Support & Troubleshooting

• Support customers via tickets and chat along with other inbound channels, providing clear, empathetic, and solution-oriented assistance.
• Ask targeted questions to quickly understand the customer’s goal, environment, and constraints, then narrow to a clear problem statement.
• Diagnose and resolve common workflow, configuration, and data-related issues across assigned product areas.
• Guide customers through R365 workflows and best practices, helping them get value from the platform, not just fix the immediate issue.
• Route non-applicable or out-of-scope issues to the appropriate team with clear context, expectations, and next steps.

Escalations, Defects, and Cross-Team Collaboration

• Identify, document, and escalation suspected product defects with clear reproduction steps, impact, and environment details.
• For issues linked to defects, manage customer communication end-to-end: confirm reproduction, set expectations, provide status updates, and notify customers when fixes are delivered.
• Participate in triage or working sessions (as needed) with Product, Development, Support leadership, and other stakeholders to align priority and next steps for key issues.
• Contribute to team visibility of known issues so peers can quickly understand current product limitations and workarounds.

Queue Management, Quality, and Documentation

• Own a personal ticket queue, balancing speed, quality, and customer experience while meeting or exceeding SLA and quality standards.
• Participate in live chat rotations and other real-time support channels, maintaining professional, concise, and accurate communication.
• Proactively identify recurring issues, knowledge gaps, or process friction and recommend improvements to internal and customer-facing documentation.
• Demonstrate reliable and punctual attendance for assigned shifts and workdays, including clear communication around availability, schedule changes, or unforeseen delays.

Teamwork, Learning, and Continuous Improvement

• Be a team player, collaborating with peers, Team Leads, Managers, and cross-functional partners to resolve complex cases and share learnings.
• Actively seek and apply feedback from QA reviews, coaching sessions, and peer input to continuously improve your product knowledge, troubleshooting skills, and customer communication.
• Contribute to a positive team culture by sharing knowledge, supporting teammates, and modeling the behaviors and values expected of R365 Support Specialists.

Core Competencies:

• Positive, Solution-Oriented Mindset – Approaches challenges constructively and assumes positive intent with customers and colleagues.
• Active Listening – Fully understands customer needs by listening, clarifying, and confirming before responding.
• Clear Communication – Communicates professionally and effectively across email, chat, phone, and internal tools.
• Attention to Detail – Ensures accuracy by carefully managing configurations, data, and workflows.
• Time & Priority Management – Effectively handles high ticket volume while meeting SLA and quality targets.
• Coachability & Growth – Embraces feedback and continuously improves skills and approach.
• Collaboration – Partners with teammates and cross-functional groups to achieve strong customer outcomes.

What you'll need to be successful:

Required Qualifications:

• 1+ year experience in customer support, help desk, call center, or a similar customer-facing role (SaaS experience preferred).
• Availability to cover different schedules.
• Strong written and verbal communication skills with the ability to explain complex topics in simple terms.
• High attention to detail and strong time management and organizational skills.
• Ability to stay calm, solution-oriented, and professional in high-pressure or escalated situations.
• Comfort working across multiple tools and systems (ticketing platforms, chat, phone, internal documentation, and reporting).
• Proficiency with Excel/Sheets for data review, sorting, filtering, and basic formulas (especially for roles working heavily with financial or workforce data).
• Basic understanding of how web applications and APIs work:
  • methods (GET, POST, PUT, DELETE)
  • Common status codes (2xx, 4xx, 5xx)
  • Headers, query parameters, request/response bodies
• Reliable, predictable attendance across assigned shifts, including proactive communication about schedule constraints or changes.

Preferred Qualifications:

• Bachelor’s degree in business, finance, accounting, information systems, or a related field.
• Experience supporting SaaS business applications (e.g., ERP, accounting, inventory, workforce management, or similar platforms).
• Restaurant, hospitality, or multi-unit operations experience.
• Experience with integrated systems and understanding of how data flows between applications.
• Familiarity with file transfer concepts:
  • FTP/SFTP basics
  • Directory structures, file naming conventions
  • Verifying file presence, timestamps, and file sizes
• For more technical or Development focused tracks:
  • Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows).
  • Demonstrated comfort with basic programming logic or complex troubleshooting scenarios.
  • Comfort with logs:
    • Reading timestamps, severity (INFO/WARN/ERROR)
    • Locating relevant log entries for a specific transaction, store, or time window
    • Recognizing common error patterns (auth failures, timeouts, invalid data, parsing errors)
  • Comfort with logs and Data Bases:
    • Reading timestamps, severity (INFO/WARN/ERROR)
    • Locating relevant log entries for a specific transaction, store, or time window
    • Recognizing common error patterns (auth failures, timeouts, invalid data, parsing errors)

Compensation

Compensation for this position is $255,000 - $385,000 MXN annually ($21,250 - $32,083 monthly), depending on experience.

We also offer a comprehensive benefits package designed to support your health, well-being, and work-life balance.

• Law Benefits
• Major Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Meal Vouchers
• 30-day Christmas bonus
• Saving Fund
• Monthly Internet & Electricity Stipend
• And more!

Note:

Only resumes submitted in English will be considered!