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 escalate 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, balance 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:

Successful Support Specialists consistently demonstrate:

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:

HTTP 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.

Benefit options include:

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!