Support Specialist, Workforce

About Restaurant365

Restaurant365 is a SaaS company revolutionizing the restaurant industry by offering a cloud-based centralized platform that streamlines accounting and back-office operations. The company culture encourages team members to achieve excellent results while enhancing their skills, continually evolving to maintain a "Best in Class" standard.

Role Summary

The Support Specialist, Workforce will assist Restaurant365 Payroll clients by delivering exceptional support experiences. This role collaborates with internal teams such as Development, Engineering, ACH, and other partners to troubleshoot, communicate efficiently, and guarantee timely and accurate client assistance. The ideal candidate combines payroll expertise with technical aptitude, excellent communication skills, meticulous attention to detail, and strong organizational abilities to manage multiple priorities effectively. Commitment to resolving issues completely and proactively is essential.

Primary Responsibilities

• Handle technical support tickets and communicate with customers to gather all necessary information for troubleshooting issues.
• Engage with clients via phone or screen sharing to fully understand problem reports.
• Educate customers about the functionalities of Restaurant365 payroll integrations.
• Identify software defects, document them accurately, and escalate to management as needed.
• Participate actively in live chat support sessions.
• Manage a personal queue of customer support tickets efficiently.
• Spot gaps in self-help documentation and suggest improvements.
• Track and communicate ticket trends with the Implementation Team.
• Provide basic training sessions when required.
• Perform other duties assigned by supervisors.

Key Qualifications

• Prior experience with Payroll and HR systems.
• Strong attention to detail and accuracy.
• Proficiency in Microsoft Excel.
• Adaptability and flexibility aligned with client and internal team needs.
• Problem-solving orientation with the ability to communicate clearly under pressure.
• Strong verbal and written communication skills capable of simplifying complex information.
• Technical aptitude with effective communication across multiple platforms.
• Genuine enthusiasm for assisting users in maximizing their use of technology.
• This is a hybrid role, requiring onsite presence at the U.S. office in Irvine, CA every Tuesday and Wednesday to foster collaboration and team cohesion.

Preferred Skills

• Knowledge of restaurant management processes.
• Understanding of restaurant labor scheduling and labor management.
• Basic principles of accounting journal entries.
• Familiarity with labor accruals.
• Experience with payroll implementations.

Compensation and Benefits

• Hourly wage ranging from $24.04 to $33.65, varying based on skills, experience, business line, and location.
• Comprehensive medical insurance fully paid for employees.
• 401(k) plan with employer matching contributions.
• Equity option grants to employees.
• Unlimited paid time off and official company holidays.
• Health and wellness programs.

Additional Information

Restaurant365 values internal growth and encourages current employees to apply for open positions within the company regardless of their current location or work setup. The company is an equal opportunity employer that integrates AI tools to assist recruitment without replacing human decision-making. For further details about data processing in hiring, contact the organization directly.