Support Specialist, Workforce

Restaurant365•San Francisco, CA

4d•$24 - $34•Hybrid

About The Position

The Support Specialist, Workforce is responsible for supporting R365 Payroll clients and delivering a high-quality support experience. This role works closely with internal teams including Development, Engineering, ACH, and other cross-functional partners to resolve issues, communicate effectively, and ensure clients receive timely and accurate support. A successful applicant will have a proven track record of combining payroll and technical knowledge with excellent written and verbal communication skills, strong attention to detail, and the ability to stay organized while managing multiple tasks and priorities simultaneously. The combination of technical know-how, initiative, and a commitment to seeing issues through to resolution will be critical to success.

Requirements

Previous background with Payroll and HR Systems
High attention to detail
Excel knowledge
Flexible and adaptable based on the needs of the client and internal team
Solution oriented mindset with ability to articulate under pressure
Effective communication skills, both written and verbal, with the ability to articulate complex content with a simplified explanation
Strong technical aptitude with experience communicating across multiple platforms
A passion for helping people get the most out of technology

Nice To Haves

Familiarity with restaurant management
Familiarity with restaurant labor scheduling and labor management
Understanding of basic accounting journal entry principles
Understanding of labor accruals
Payroll Implementation Experience

Responsibilities

Respond to technical support tickets
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
Help customers understand R365 payroll integration functionality
Diagnose and document software defects and escalate them to management
Participate in live chats
Manage personal queue of customer tickets
Identify gaps in company self-help documentation
Identify and share ticket trends with Implementation Team
Conduct Basic Training on an as-need basis
Other duties as assigned