Support Specialist, Accounting

Restaurant365•Austin, TX

7d•Hybrid

About The Position

The Support Specialist, Accounting helps Restaurant365 customers with accounting functions in R365 software. The role manages customer communications through support tickets, live chats, and phone calls; troubleshoots problem reports; explains software accounting functions; and routes non-accounting issues to the appropriate teams. It also includes diagnosing and documenting software defects, coordinating screen shares, managing a personal ticket queue, identifying gaps in self-help documentation, and training new team members when requested by Support management. The specialist is expected to identify opportunities to automate and improve work using approved AI and other tools, selecting appropriate tools, refining prompts, and reviewing outputs for quality and time savings. This is a hybrid role, with employees expected to work onsite each Tuesday and Wednesday to support connection, partnership, and team effectiveness.

Requirements

Professional and/or academic accounting experience.
High attention to detail.
Excel knowledge.
Curiosity and eagerness to use AI in daily work, supported by hands-on experience, understanding of generative AI's capabilities and limitations, and judgment to verify its outputs.
Flexibility and adaptability to client and internal team needs.
Solution-oriented mindset and ability to articulate under pressure.
Effective written and verbal communication skills, including the ability to explain complex content simply.
Strong technical aptitude and experience communicating across multiple platforms.
Passion for helping people get the most out of technology.

Nice To Haves

Bachelor's degree with an emphasis in business, finance, and/or accounting.
Restaurant industry experience.
Strong understanding of general business principles.
Previous experience in a support role.

Responsibilities

Prompt customers for information needed to troubleshoot problem reports.
Identify solutions to problem reports and deliver them to customers.
Help customers understand R365 software accounting functions.
Route non-accounting customer issues to appropriate teams and team members.
Diagnose and document software defects and escalate them to the Accounting Support Lead or Manager.
Participate in live chats.
Coordinate and facilitate live screen shares with customers.
Manage a personal queue of customer tickets.
Identify gaps in company self-help documentation.
Train and mentor new team members at the request of Support management.
Find opportunities to automate and improve work using approved AI and other tools; select suitable tools, refine prompts, and review outputs for quality and time saved.
Perform other duties as assigned.