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!
The Enterprise Support Specialist, Development, plays a crucial role in providing advanced technical support to our Enterprise customers, focusing on all escalated issues requiring Development team intervention. In this role, you will act as the primary liaison between the Customer, Internal teams and Development teams, ensuring that escalated tickets are managed efficiently. You will work closely with the Support Teams, Enterprise Implementation Team, Enterprise Success Team, and Enterprise Customer Experience Specialists (ECES) to provide timely updates to customers, notify them when their issues are scheduled for a fix, and inform them when resolutions are implemented. Additionally, you will manage escalations and ensure that customer communications are handled promptly through various channels, including tickets, emails, Zoom meetings, and phone calls.
How you'll add value:
- Master designated areas of the R365 Product and/or Integrations
- Partner with ECES, Enterprise Success, and Enterprise Implementation Teams to understand and exceed the needs of each Enterprise Customer
- Coordinate with Product & Engineering teams to prioritize Enterprise tickets and ensure they are handled in a timely fashion
- Troubleshoot product issues and report discrepancies and provide comprehensive solutions
- Document software defects and report to Development teams
- Cross train and assist with tickets across the R365 Core Product and R365 Integrations that are related to the Development Support Team
- Provide proactive updates to customers during the lifecycle of the ticket
- Notify customers when the fix for their ticket has been scheduled for release
- Confirm Development fix solves the customers issue and update the customer that their case has been resolved
- Prioritize personal ticket queue
- Manage schedule and time according to highest priorities
- Mentor new team members at the request of Support management
- Other duties as assigned
- Occasional travel may be required
What you'll need to be successful in this role:
- Bachelor's degree in related field is preferred
- Demonstrated history of being a high performing Support Agent
- Expert Knowledge within at least one area of the R365 Product
- Customer service skills
- Strong written and oral communication
- Detail-oriented
- Time management and task prioritization skills
- Strong ability to problem-solve
- Must love systems, data, and numbers
- Tech-savvy and understand the technology and fundamental tasks working with software and internet applications
- Restaurant industry and/or Accounting experience preferred
R365 Team Member Benefits & Compensation
- This position has a pay range of $29.81-$34.62/hour. The above range represents the expected pay range for this position. The actual payrate may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
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R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.
