Restaurant365

Support Specialist, Technical

Restaurant365

full-time

Posted on:

Location Type: Hybrid

Location: Mexico City • Mexico

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Tech Stack

ERP

About the role

  • 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

Requirements

  • 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
  • Bachelor’s degree with emphasis in business, finance, accounting, or information systems (preferred)
  • Restaurant industry experience (preferred)
  • Strong understanding of general business processes and workflows (preferred)
  • Previous experience in a technical support or customer-facing technical role (preferred)
  • Experience supporting SaaS or ERP platforms (e.g., enterprise software, financial systems, or operational management tools) (preferred)

Applicant Tracking System Keywords

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

Hard skills
technical supportExceldata reviewdata validationtroubleshootingsystem configurationfinancial dataSaaSERPintegrated systems
Soft skills
attention to detailflexibilityadaptabilitysolution-oriented mindsetcommunication skillstechnical aptitudepunctualitycustomer serviceproblem-solvingteam collaboration