Support Specialist, Non Technical

The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform.  You’ll support 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.     country: MX all locations: [Mexico City] commitment: Full Time department: Mexico location: Mexico City team: Support How you'll add value: : Support customers via tickets, live chat, and outbound phone   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 the appropriate team with clear notes and context   Manage a personal ticket queue while meeting SLA and quality expectations   Participate in live chat rotations   Identify recurring issues and suggest documentation improvements   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   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 communication skills (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 shifts and workdays including providing clear and timely communication with management regarding availability 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!