Support Specialist

Restaurant365

full-time

Posted on: 1/15/2026

Location Type: Hybrid

Location: Mexico City • Mexico

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About the role

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

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
Experience supporting SaaS business software (ERP/accounting/inventory tools a plus)
Restaurant industry experience
Bachelor’s degree in business, finance, accounting, or related field

Tip: use these terms in your resume and cover letter to boost ATS matches.

customer supporthelp deskcall-center experienceSaaSExcelticketing systemschat toolsphone support workflowstroubleshootingdocumentation improvements

communication skillsattention to detailtime managementsolution-orientedability to work under pressurereliabilitypunctualitywillingness to learn

Bachelor’s degree