Support Specialist, Integration

Restaurant365•Austin, TX

1d•Hybrid

About The Position

The Support Specialist, Integration helps Restaurant365 customers with non-POS software integration functions, including payroll, direct bank connections, vendor invoice upload and keyed entry, and payment. The specialist handles customer communications through tickets, live chats, and phone calls; troubleshoots reported problems; explains integration functions; and routes non-integration issues to appropriate teams. The role also supports defect documentation and escalation, helps onboard new team members, and assists with rollout and support of new non-POS integrations. The position includes identifying opportunities to automate and improve work using approved AI and other tools, selecting appropriate tools, refining prompts, and reviewing results for quality and time saved. This is a hybrid role requiring onsite work each Tuesday and Wednesday.

Requirements

High attention to detail.
Excel knowledge.
Curiosity and eagerness to use AI in daily work, supported by hands-on experience, understanding of generative AI capabilities and limitations, and judgment to verify outputs.
Flexibility and adaptability based on 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 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 reported problems and communicate them to customers.
Help customers understand R365 non-POS integration functions.
Route non-integration customer issues to appropriate teams and team members.
Diagnose and document software defects and escalate them to the Integrations Support Manager or Lead.
Participate in live chats.
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.
Assist the Manager, Integration Support with rolling out and supporting new non-POS integrations.
Find opportunities to automate and improve work using approved AI and other tools, selecting tools appropriately and reviewing outputs for quality and time saved.
Perform other duties as assigned.