Customer & Case Management
Handle complex Enterprise cases across all R365 product areas and integrations.
Own customer communication from intake through resolution with clear, timely updates.
Troubleshoot configuration, data, and integration issues and provide solutions or workarounds.
Escalate issues to Product, Engineering, or other internal teams with complete documentation.
Maintain accurate, detailed ticket notes and meet SLA and quality expectations.
After-Hours Coverage
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.
Monitor high-priority queues and ensure urgent Enterprise issues are triaged and addressed.
Participate in on-call or incident response rotations for critical customer-impacting events.
Queue Management & Collaboration
Monitor Enterprise queues and assign/reassign work based on skills, urgency, and capacity.
Identify at-risk tickets and bottlenecks and surface them to team leads/managers.
Partner with Enterprise Success, ECES, Implementation, Product, and Engineering on priorities, escalations, and customer expectations.
Contribute to internal docs, runbooks, and knowledge base content for Enterprise workflows.
Required Qualifications
Proven track record as a high-performing Support Specialist or similar SaaS support role.
Strong knowledge of at least one major area of the R365 product or comparable restaurant/ERP platform.
Demonstrated ability to troubleshoot complex, multi-step and integration-related issues.
Excellent written and verbal communication skills with both technical and non-technical audiences.
Strong time management, prioritization, and documentation discipline.
Comfortable working in ticketing, chat, and phone-based support tools.
Willing and able to work after-hours shifts, including evenings, weekends, or holidays, as scheduled.
Preferred Qualifications
Experience supporting Enterprise or Strategic customers in a SaaS environment.
Deep experience with restaurant technology (POS, payroll, accounting, HR/ATS, or similar tools).
Prior experience with queue management, scheduling, or work assignment.
Restaurant industry and/or accounting experience.
Bachelor’s degree in Business, Information Systems, Accounting, or a related field (or equivalent experience).
To apply for this job, please visit the application page
