Restaurant Tech Support Specialist

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.