Support Specialist, Workforce

About the role

Restaurant365 is a SaaS company disrupting the restaurant industry with a cloud-based platform that provides a unique, centralized solution for accounting and back-office operations for restaurants. Our culture empowers team members to produce top-notch results while elevating their skills. The Support Specialist, Workforce is responsible for supporting R365 Payroll clients and delivering a high-quality support experience. This role works closely with internal teams including Development, Engineering, ACH, and other cross-functional partners to resolve issues, communicate effectively, and ensure clients receive timely and accurate support.

Responsibilities

• Respond to technical support tickets
• Prompt customers for information necessary to troubleshoot problem reports
• Reach out to customers by phone and/or screen share as necessary to understand problem reports
• Help customers understand R365 payroll integration functionality
• Diagnose and document software defects and escalate them to management
• Participate in live chats
• Manage personal queue of customer tickets
• Identify gaps in company self-help documentation
• Identify and share ticket trends with Implementation Team
• Conduct Basic Training on an as-need basis
• Other duties as assigned

Requirements

• Previous background with Payroll and HR Systems
• High attention to detail
• Excel knowledge
• Flexible and adaptable based on the needs of the client and internal team
• Solution-oriented mindset with ability to articulate under pressure
• Effective communication skills, both written and verbal, with the ability to articulate complex content with a simplified explanation
• Strong technical aptitude with experience communicating across multiple platforms
• A passion for helping people get the most out of technology

Preferred Qualifications

• Familiarity with restaurant management
• Familiarity with restaurant labor scheduling and labor management
• Understanding of basic accounting journal entry principles
• Understanding of labor accruals
• Payroll Implementation Experience

Schedule

This role is hybrid, balancing flexibility with the value of in-person collaboration. Employees are expected to work onsite at our U.S. office locations each Tuesday and Wednesday.

Pay

This position has a salary range of $24.04 - $33.65 per hour. The actual salary may vary based on relevant skills, experience, time in the role, business line, and geographic location.

Benefits

• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives