Support Specialist, Integration

Restaurant365•Denver, CO

3d•Hybrid

About The Position

The Support Specialist, Integration helps Restaurant365 customers with non-POS software integration functions, including payroll, direct bank connections, vendor invoice uploads, keyed entry, and payments. The role manages customer communications through support tickets, live chats, and phone calls, and helps customers troubleshoot issues and understand integration functionality. This is a hybrid role. Employees are expected to work onsite each Tuesday and Wednesday to support connection, partnership, and team effectiveness. The role also contributes to improving work processes through approved AI and other tools, and may assist with onboarding teammates and rolling out new integrations.

Requirements

High attention to detail.
Knowledge of Excel.
Curiosity and eagerness to use AI in daily work, with hands-on experience, understanding of generative AI's capabilities and limitations, and judgment to verify its outputs.
Flexibility and adaptability based on client and internal team needs.
Solution-oriented mindset and ability to communicate effectively 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, preferably 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 necessary to troubleshoot problem reports.
Identify solutions to problem reports and deliver them to customers.
Help customers understand R365 non-POS integrations functions.
Route non-integrations 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 in rolling out and supporting new non-POS integrations.
Find opportunities to automate and improve work using approved AI and other tools; select appropriate tools, refine prompts, and review outputs for quality and time saved.
Perform other duties as assigned.