Client Support and Technical Troubleshooting 

• Support clients through tickets, chat, and other inbound channels with clear, professional, and empathetic communication. 

• Ask thoughtful, targeted questions to understand the clients’ issue, environment, recent changes, and business impact before determining next steps. 

• Troubleshoot integration, configuration, workflow, file transfer, and data-related issues across assigned product areas. 

• Guide clients through Restaurant365 workflows and best practices, helping them not only resolve issues but also use the product more effectively. 

• Identify whether a case is a setup request, break-fix issue, data discrepancy, or out-of-scope request, and route it appropriately with strong documentation and clear client's expectations. 

Integration Ownership by Workstream 

• Support POS-related workflows such as new integrations, add-ons, swaps, repolls, local installs, scheduled-task review, and troubleshooting of sales or labor data flow where applicable. 

• Support Non-POS integration workflows such as FTP/SFTP setup, vendor invoice integrations, purchase order integrations, banking integrations, AP Capture coordination, API connectivity support, and payroll or HR-related integrations. 

• Validate data flow, credentials, file presence, configuration details, and environment-specific requirements when investigating integration issues. 

• Use internal documentation, historical tickets, and approved troubleshooting tools to diagnose problems and determine the fastest path to resolution. 

Escalations, Defects, and Cross-Functional Collaboration 

• Recognize when an issue requires escalation due to scope, access limitations, suspected defects, or ownership by another team. 

• Document escalations clearly, including the client's impact, reproduction details, troubleshooting completed, supporting evidence, and recommended next steps. 

• Manage client communication throughout escalated or defect-related issues by setting expectations, providing updates, and confirming resolution once available. 

• Partner effectively with Product, Development, Support leadership, and other cross-functional teams during triage, issue review, and handoff situations. 

Queue Management, Quality, and Documentation 

• Own and manage a personal ticket queue while balancing quality, speed, accuracy, and clients experience. 

• Meet or exceed established service levels, response-time expectations, and quality standards across assigned support channels. 

• Participate in live chat and other real-time support workflows with concise, accurate, and customer-friendly communication. 

• Maintain strong ticket hygiene by documenting troubleshooting steps, decisions, clients' updates, and handoffs thoroughly. 

• Identify repeat issues, process gaps, and knowledge-based opportunities, and contribute to improvements in internal and customer-facing documentation. 

Teamwork, Learning, and Continuous Improvement 

• Collaborate closely with peers, Team Leads, Managers, and partner teams to resolve complex issues and improve team knowledge. 

• Apply feedback from QA reviews, coaching sessions, ticket audits, and peer collaboration to strengthen troubleshooting, communication, and technical judgment. 

• Demonstrate reliability, professionalism, and accountability in daily shift coverage, attendance, and follow-through. 

• Contribute to a positive team culture by sharing knowledge, helping teammates, and supporting continuous process improvement. 

Successful specialists in this role consistently demonstrate: 

• Technical troubleshooting mindset 

• Clear and professional written communication 

• Active listening and strong discovery skills 

• Attention to detail and accuracy 

• Time management and ticket prioritization 

• Sound escalation judgment 

• Coachability and continuous learning 

• Cross-functional collaboration 

• Calm, solution-oriented client handling 

• Comfort navigating multiple systems and documentation sources 

Required Qualifications 

• 1+ year of experience in technical support, help desk, SaaS support, or another customer-facing troubleshooting role 

• Strong written and verbal communication skills, with the ability to explain technical concepts in simple, customer-friendly language 

• Ability to investigate issues methodically, ask strong follow-up questions, and narrow broad problems into a clear issue statement 

• Experience managing multiple priorities in a queue-based or SLA-driven environment 

• Comfort working across several tools at once, such as ticketing systems, chat, internal documentation, spreadsheets, and support utilities 

• Strong attention to detail, organization, and follow-through 

• Ability to remain calm, professional, and customer-focused in escalated or high-pressure situations 

• Experience with POS, integration, or technical support environments 

• Familiarity with APIs, file transfers, and system-to-system troubleshooting 

• Working knowledge of FTP/SFTP concepts, file naming conventions, directory 

 structures, and validating file delivery 

• Reliable attendance and flexibility to support assigned schedules 

Preferred Qualifications 

• Bachelor's degree in computer science, software engineering, information systems, or related fields. 

• Experience supporting ERP, accounting, hospitality, restaurant-tech, workforce, payroll, banking, or integration-based SaaS products 

• Comfort reviewing logs, timestamps, error messaging, and system behavior to identify likely failure points 

• Familiarity with spreadsheets for filtering, sorting, and reviewing transactional or operational data 

• Experience with defect documentation, QA workflows, or Jira-style escalation processes 

Helpful Technical Foundations 

Candidates do not need to be developers, but strong candidates are often comfortable with: 

• Basic API concepts such as endpoints, request/response structure, headers, and common HTTP status codes 

• File-transfer concepts such as FTP/SFTP access, directories, and validating whether expected files arrived 

• Troubleshooting patterns such as isolating scope, comparing “working vs. not working,” reviewing timestamps, and confirming recent changes 

• Reading basic logs and identifying common issues such as authentication failures, timeouts, invalid data, or processing errors 

What Success Looks Like 

A successful Restaurant Tech Support Specialist: 

• Resolves client issues efficiently while maintaining a strong client experience 

• Communicates clearly and proactively, especially when issues require investigation or escalation 

• Demonstrates sound judgment in troubleshooting, ownership, and routing 

• Learns assigned product areas quickly and builds confidence across increasingly complex cases 

• Maintains strong queue management, quality, and documentation habits 

• Contributes positively to team effectiveness and continuous improvement