The Support Specialist, Technical is responsible for providing advanced technical support to Restaurant365 customers across the R365 platform. This role focuses on troubleshooting configuration, workflow, and data-related issues in a complex SaaS / ERP environment, supporting business critical restaurant operations. The ideal candidate brings strong technical aptitude, structured problem-solving skills, and the ability to communicate clearly with both technical and non-technical stakeholders. How you'll add value:
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- Provide technical support for Restaurant365 platform
- Manage customer communications through tickets, live chat, and outbound phone support
- Gather detailed technical and business information from customers to troubleshoot reported issues
- Diagnose configuration, workflow, and data-related issues and deliver accurate solutions
- Educate customers on Restaurant365 system functionality and best practices
- Route non-technical or non-applicable issues to appropriate teams when necessary
- Identify, document,



and escalate suspected software defects with clear reproduction steps and impact details
- Participate in live chat rotations
- Manage a personal queue of customer tickets while meeting SLA and quality standards
- Identify gaps in internal and customer-facing documentation and contribute improvements
- Assist Support leadership in rolling out new platform features or workflows
- 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

What you'll need to be successful in this role:
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- High attention to detail, particularly when working with system configuration and financial data
- Strong Excel skills, including data review and validation
- Versátil and adaptable to shifting customer and team

📌 Support Specialist, Technical (Irapuato)
🏢 Restaurant365
📍 Irapuato