Support Specialist, Technical

The Support Specialist, Technical is responsible for providing advanced technical support to Restaurant365 customers across the R365 platform.  This role focuses on troubleshooting configuration, workflow, and data-related issues in a complex SaaS / ERP environment, supporting business critical restaurant operations.  The ideal candidate brings strong technical aptitude, structured problem-solving skills, and the ability to communicate clearly with both technical and non-technical stakeholders.   country: MX all locations: [Mexico City] commitment: Full Time department: Mexico location: Mexico City team: Support How you'll add value: : Provide technical support for Restaurant365 platform   Manage customer communications through tickets, live chat, and outbound phone support   Gather detailed technical and business information from customers to troubleshoot reported issues   Diagnose configuration, workflow, and data-related issues and deliver accurate solutions   Educate customers on Restaurant365 system functionality and best practices   Route non-technical or non-applicable issues to appropriate teams when necessary   Identify, document, and escalate suspected software defects with clear reproduction steps and impact details   Participate in live chat rotations   Manage a personal queue of customer tickets while meeting SLA and quality standards   Identify gaps in internal and customer-facing documentation and contribute improvements   Assist Support leadership in rolling out new platform features or workflows   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   What you'll need to be successful in this role: : High attention to detail, particularly when working with system configuration and financial data   Strong Excel skills, including data review and validation   Flexible and adaptable to shifting customer and team needs   Solution-oriented mindset with the ability to troubleshoot and communicate clearly under pressure   Excellent written and verbal English communication skills, with the ability to simplify complex technical concepts   Strong technical aptitude and comfort working across multiple support platforms (ticketing systems, chat, outbound phone)   Experience working with integrated systems and understanding how data flows between applications   Reliable and punctual attendance in assigned shifts and workdays including providing clear and timely communication with management regarding availability and scheduling changes     PREFERRED QUALIFICATIONS  Bachelor’s degree with emphasis in business, finance, accounting, or information systems   Restaurant industry experience   Strong understanding of general business processes and workflows   Previous experience in a technical support or customer-facing technical role   Experience supporting SaaS or ERP platforms (e.g., enterprise software, financial systems, or operational management tools)   Compensation: Compensation for this position is $22,666–$29,000 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!