Support Specialist, Operations

Overview

Support Specialists, Operations are responsible for helping R365 customers with all R365 software operations, catering, scheduling, and manager log functions.

They manage pertinent customer communications through tickets, live chats, and phone calls.

How you'll add value

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

Identify solutions to problem reports and deliver them to customers

Help customers understand R365 software operations, catering, scheduling, and manager log functions

Route non-operations customer issues to appropriate teams and team members

Diagnose and document software defects and escalate them to Operations Support, Manager or Lead

Participate in live chats

Manage personal queue of customer tickets

Identify gaps in company self-help documentation

Train and mentor new team members at the request of Support management

What you\'ll need to be successful in this role

Bachelor's degree with emphasis in business and / or finance and / or accounting preferred

Restaurant industry experience

Strong understanding of general business principles

Excellent problem-solving skills

Strong customer service skills

Clear and effective oral and written communication

Strong grasp of software and internet technologies

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