The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform. You’ll support customers through tickets, live chat, and phone calls, guiding them through workflows, resolving common issues, and escalating complex cases when needed. This role is idóneo for someone who is detail-oriented, customer-focused, and thrives in a fast-paced, high-volume support environment.

How you'll add value:

Support customers via tickets, live chat, and outbound phone

Ask targeted questions to quickly understand and resolve customer issues

Guide customers through Restaurant365 workflows and best practices

Troubleshoot common issues using support tools and knowledge base resources

Escalate complex issues to the appropriate team with clear notes and context

Manage a personal ticket queue while meeting SLA and quality expectations

Participate in live chat rotations

Identify recurring issues and suggest documentation improvements

Demonstrate reliable and punctual attendance across assigned shifts, including remote or hybrid setups, while ensuring clear and timely communication with management regarding availability, scheduling changes,



or unforeseen delays — particularly when supporting customers across multiple time zones

Other duties as assigned

What you'll need to be successful in this role:

1+ year experience in customer support, help desk, or call-center environments (SaaS preferred)

Strong communication skills (written and verbal)

High attention to detail and strong time management skills

Ability to work under pressure and stay solution-oriented

Comfort using ticketing systems, chat tools, and phone support workflows

Excel skills (sorting, filtering, basic formulas)

Willingness to learn new software and support processes

Reliable and punctual attendance in assigned shifts and workdays including providing clear and timely communication with management regarding availability and scheduling changes

PREFERRED QUALIFICATIONS

Experience supporting SaaS business software (ERP/accounting/inventory tools a plus)

Restaurant industry experience

Bachelor’s degree in business, finance, accounting, or related field

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📌 Support Specialist, Non Technical (Ciudad de México)
🏢 Restaurant365
📍 Ciudad de México