The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 ’llsupport customers through tickets, live chat, and phone calls, guiding them through workflows, resolving common issues, and escalating complex cases when needed. This role is ideal for someone who is detail-oriented, customer-focused, and thrives in a fast-paced, high-volume support environment. How you’ll add value: Support customers via tickets, live chat, andoutboundphone 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 theappropriate teamwith clear notes and context Manage a personal ticket queue while meeting SLA and quality expectations Participate in live chat rotations Identifyrecurring issues and suggest documentation improvements Demonstrate reliable and punctual attendance across assigned shifts, including remote or hybrid setups, while ensuring clear andtimelycommunication with managementregardingavailability, scheduling changes, or unforeseen delays — particularly when supporting customers across multiple time zones Other duties as assigned What you’ll need to be successful in this role: 1+ year experience in customer support, help desk, or call-center environments (SaaS preferred) Strong English communicationskills (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 shiftsandworkdaysincluding providing clear andtimelycommunication with managementregardingavailability and scheduling changes PREFERRED QUALIFICATIONS Experience supporting SaaS business software (ERP/accounting/inventory tools a plus) Restaurant industry experience Bachelor’s degree in business, finance, accounting, or related field Compensation Compensation for this position is $18,400–$27,600 MXN monthly, depending on experience. We also offer a comprehensive benefits package designed to support your health, well-being, and work-life balance. Benefit options include: Health Insurance Dental Insurance Vision Insurance Life Insurance Meal Allowance Monthly Internet & Electricity Stipend Mental Health Support Resources And more! #J-18808-Ljbffr