Enterprise Support Specialist
Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!
The Enterprise Support Specialist provides high-touch support to Restaurant365’s Enterprise and Strategic customers across the full R365 product suite and integrations. This role owns complex cases, supports customers after hours, and helps manage the Enterprise support queues through proactive work assignments and prioritization.
How you'll add value:
Customer & Case Management
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Handle complex Enterprise cases across all R365 product areas and integrations.
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Own customer communication from intake through resolution with clear, timely updates.
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Troubleshoot configuration, data, and integration issues and provide solutions or workarounds.
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Escalate issues to Product, Engineering, or other internal teams with complete documentation.
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Maintain accurate, detailed ticket notes and meet SLA and quality expectations.
After-Hours Coverage
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Provide scheduled after-hours support (evenings/weekends/holidays as needed). After onboarding training, the after-hours schedule will be from 5:00pm to 1:00am CST.
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Monitor high-priority queues and ensure urgent Enterprise issues are triaged and addressed.
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Participate in on-call or incident response rotations for critical customer-impacting events.
Queue Management & Collaboration
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Monitor Enterprise queues and assign/reassign work based on skills, urgency, and capacity.
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Identify at-risk tickets and bottlenecks and surface them to team leads/managers.
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Partner with Enterprise Success, ECES, Implementation, Product, and Engineering on priorities, escalations, and customer expectations.
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Contribute to internal docs, runbooks, and knowledge base content for Enterprise workflows.
What you'll need to be successful in this role:
Required Qualifications
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Proven track record as a high-performing Support Specialist or similar SaaS support role.
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Strong knowledge of at least one major area of the R365 product or comparable restaurant/ERP platform.
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Demonstrated ability to troubleshoot complex, multi-step and integration-related issues.
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Excellent written and verbal communication skills with both technical and non-technical audiences.
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Strong time management, prioritization, and documentation discipline.
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Comfortable working in ticketing, chat, and phone-based support tools.
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Willing and able to work after-hours shifts, including evenings, weekends, or holidays, as scheduled.
Preferred Qualifications
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Experience supporting Enterprise or Strategic customers in a SaaS environment.
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Deep experience with restaurant technology (POS, payroll, accounting, HR/ATS, or similar tools).
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Prior experience with queue management, scheduling, or work assignment.
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Restaurant industry and/or accounting experience.
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Bachelor’s degree in Business, Information Systems, Accounting, or a related field (or equivalent experience).
DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.