Support Specialist, Restaurant365

• Bachelor’s degree with emphasis in business and / or finance and / or accounting and / or computer technology preferred
• Restaurant industry experience
• Strong understanding of general business principles
• Excellent problem-solving skills
• Strong customer service skills
• Strong organization skills
• Time management skills
• Clear and effective oral and written communication
• Strong grasp of software and internet technologies

Desirable

• The POS Integration Support Specialist is responsible for helping R365 customers with all POS integrations functions and needs
• They manage pertinent customer communications through tickets, live chats, and phone calls
• 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
• Identify solutions to problem reports and deliver them to customers
• Help customers understand POS integration functions
• Route non-POS customer issues to appropriate teams and team members
• Diagnose and document software defects and escalate them to Lead Support, Integrations
• Participate in live chats
• Manage personal queue of customer tickets
• Identify gaps in company self-help documentation
• Train and mentor new team members at the request of Support management
• Other duties as assigned
• Occasional travel may be required