Restaurant Tech Support Specialist

Job description

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! As a Restaurant Tech Support Specialist, you will help our clients successfully use and maintain critical integrations connected to the Restaurant365 platform. This role supports a broad range of integration workflows, including POS sales and labor integrations, vendor invoice and purchase order integrations, FTP/SFTP connectivity, banking connections, AP Capture, and selected API-related support scenarios. In this role, you will troubleshoot technical issues, guide clients through setup and resolution steps, manage ongoing communication, and collaborate across teams to ensure clients receive accurate, timely, and high-quality support. ### How you'll add value: Client Support and Technical Troubleshooting - Support clients through tickets, chat, and other inbound channels with clear, professional, and empathetic communication. - Ask thoughtful, targeted questions to understand the clients’ issue, environment, recent changes, and business impact before determining next steps. - Troubleshoot integration, configuration, workflow, file transfer, and data-related issues across assigned product areas. - Guide clients through Restaurant365 workflows and best practices, helping them not only resolve issues but also use the product more effectively. - Identify whether a case is a setup request, break-fix issue, data discrepancy, or out-of-scope request, and route it appropriately with strong documentation and clear client's expectations. Integration Ownership by Workstream - Support POS-related workflows such as new integrations, add-ons, swaps, repolls, local installs, scheduled-task review, and troubleshooting of sales or labor data flow where applicable. - Support Non-POS integration workflows such as FTP/SFTP setup, vendor invoice integrations, purchase order integrations, banking integrations, AP Capture coordination, API connectivity support, and payroll or HR-related integrations. - Validate data flow, credentials, file presence, configuration details, and environment-specific requirements when investigating integration issues. - Use internal documentation, historical tickets, and approved troubleshooting tools to diagnose problems and determine the fastest path to resolution. Escalations, Defects, and Cross-Functional Collaboration - Recognize when an issue requires escalation due to scope, access limitations, suspected defects, or ownership by another team. - Document escalations clearly, including the client's impact, reproduction details, troubleshooting completed, supporting evidence, and recommended next steps. - Manage client communication throughout escalated or defect-related issues by setting expectations, providing updates, and confirming resolution once available. - Partner effectively with Product, Development, Support leadership, and other cross-functional teams during triage, issue review, and handoff situations. Queue Management, Quality, and Documentation - Own and manage a personal ticket queue while balancing quality, speed, accuracy, and clients experience. - Meet or exceed established service levels, response-time expectations, and quality standards across assigned support channels. - Participate in live chat and other real-time support workflows with concise, accurate, and customer-friendly communication. - Maintain strong ticket hygiene by documenting troubleshooting steps, decisions, clients' updates, and handoffs thoroughly. - Identify repeat issues, process gaps, and knowledge-based opportunities, and contribute to improvements in internal and customer-facing documentation. Teamwork, Learning, and Continuous Improvement - Collaborate closely with peers, Team Leads, Managers, and partner teams to resolve complex issues and improve team knowledge. - Apply feedback from QA reviews, coaching sessions, ticket audits, and peer collaboration to strengthen troubleshooting, communication, and technical judgment. - Demonstrate reliability, professionalism, and accountability in daily shift coverage, attendance, and follow-through. - Contribute to a positive team culture by sharing knowledge, helping teammates, and supporting continuous process improvement. ### Core Competencies: Successful specialists in this role consistently demonstrate: - Technical troubleshooting mindset - Clear and professional written communication - Active listening and strong discovery skills - Attention to detail and accuracy