Support Specialist, Restaurant365

• Previous background with Payroll and HR Systems
• High attention to detail
• Excel knowledge
• Flexible and adaptable based on the needs of the client and internal team
• Solution oriented mindset with ability to articulate under pressure
• Effective communication skills, both written and verbal, with the ability to articulate complex content with a simplified explanation
• Strong technical aptitude with experience communicating across multiple platforms
• A passion for helping people get the most out of technology
• This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite at our U.S. office locations each Tuesday and Wednesday

Desirable

• The Support Specialist, Workforce is responsible for supporting R365 Payroll clients and delivering a high-quality support experience
• This role works closely with internal teams including Development, Engineering, ACH, and other cross-functional partners to resolve issues, communicate effectively, and ensure clients receive timely and accurate support
• A successful applicant will have a proven track record of combining payroll and technical knowledge with excellent written and verbal communication skills, strong attention to detail, and the ability to stay organized while managing multiple tasks and priorities simultaneously
• The combination of technical know-how, initiative, and a commitment to seeing issues through to resolution will be critical to success
• Respond to technical support tickets
• Prompt customers for information necessary to troubleshoot problem reports
• Reach out to customers by phone and / or screen share as necessary to understand problem reports
• Help customers understand R365 payroll integration functionality
• Diagnose and document software defects and escalate them to management
• Participate in live chats
• Manage personal queue of customer tickets
• Identify gaps in company self-help documentation
• Identify and share ticket trends with Implementation Team
• Conduct Basic Training on an as-need basis
• Other duties as assigned