Support Specialist, Accounting
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, helping customers troubleshoot issues and understand the software’s accounting features. It also involves diagnosing and documenting software defects, coordinating screen shares, maintaining a personal ticket queue, and identifying opportunities to improve documentation and work processes. The position is hybrid, with employees expected to work onsite each Tuesday and Wednesday.
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.
- Flexible and adaptable 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
