Customer Support Specialist – with Accounting Background (Remote/Work From Home)

The Customer Support Specialist is responsible for helping Restaurant365 (R365) customers with basic R365 software and integrations functions. They manage pertinent customer communications through tickets, live chats, and phone calls.

RESPONSIBILITIES

• Prompt customers for information necessary to troubleshoot problem reports
• Reach out to customers by phone and / or screen share as necessary to understand problem reports
• Identify solutions to problem reports and deliver them to customers
• Help customers understand R365 software functions
• Route complex issues to appropriate teams and team members
• Monitor numerous ticket queues on weekend days for urgent issues that need immediate attention or escalation
• Participate in live chats
• Manage personal queue of customer tickets
• Other duties as assigned

QUALIFICATIONS

• Expert command of English, both written and spoken, with the ability to articulate complex content with a simplified explanation
• Bachelor’s degree
• High attention to detail
• Basic Microsoft Excel knowledge
• Exceptional troubleshooting skill
• Flexible and adaptable based on the needs of the client and internal team
• Solution-oriented mindset with ability to articulate under pressure
• Strong technical aptitude with experience communicating across multiple platforms
• A passion for helping people get the most out of technology
• Consistent ability to work Saturday and Sunday, 10PM-7AM (graveyard shift) as part of a 40-hour work week

PREFERRED QUALIFICATIONS

• Understanding of basic accounting journal entry principles
• Professional experience in the restaurant industry, including familiarity with restaurant management, labor scheduling, and inventory management practices
• Basic knowledge of payroll and HR needs
• Experience troubleshooting software integrations
• Familiarity with restaurant management including labor scheduling and labor management