Support Specialist, POS

Support Specialist, POS

Irvine, CA, Austin, TX, San Francisco Bay Area, CA, Denver, CO

Customer Success - Support /

Full Time /

Hybrid

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Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365's culture is focused on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we are and always will be "Best in Class" ... and we want that for you too!

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:

• 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:

• High attention to detail, particularly when working with system configuration and financial data

• Strong Excel skills, including data review and validation

• Flexible and adaptable to shifting customer and team needs

• Solution-oriented mindset with the ability to troubleshoot and communicate clearly under pressure

• Excellent written and verbal communication skills, with the ability to simplify complex technical concepts

• Strong technical aptitude and comfort working across multiple support platforms (ticketing systems, chat, outbound phone)

• Experience working with integrated systems and understanding how data flows between applications

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

PREFERRED QUALIFICATIONS

• Bachelor's degree with emphasis in business, finance, accounting, or information systems

• Restaurant industry experience

• Strong understanding of general business processes and workflows

• Previous experience in a technical support or customer-facing technical role

• Experience supporting SaaS or ERP platforms (e.g., enterprise software, financial systems, or operational management tools)

R365 Team Member Benefits & Perks

• Competitive compensation package
• Comprehensive medical benefits
• 401k + matching
• Team member stock options
• Flexible PTO + Company holidays
• Wellness initiatives

This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday.

Why join our amazing team?

• We're a community that prides itself on creating innovative solutions and producing quality work.
• Our product is the secret ingredient that makes a real difference to restaurants nationwide.
• The open-concept work environment that we've created is causal, collaborative, and cultivates communication.

$24.04 - $33.65 an hour

Internal Employees - R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions.

DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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