Support Specialist, Integration

The Support Specialist, Integration is responsible for helping R365 customers with all R365 software (non-POS) integrations functions, including payroll, direct bank connection, and vendor invoice upload, keyed entry, and payment. They manage pertinent customer communications through tickets, live chats, and phone calls.

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 Integrations Support Manager or Lead

- Participate in live chats

- Manage 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 Manager, Integration Support in rolling out and supporting new non-POS integrations

- Find opportunities to automate and improve how work gets done across your role with approved AI and other tools, choosing the right tool for each task, refining your prompts, and reviewing outputs for quality and time saved.

- Other duties as assigned

Qualifications

- High attention to detail

- Excel knowledge

- Curiosity and eagerness to use AI in your daily work, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs.

- 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

PREFERRED QUALIFICATIONS

- Bachelor’s degree with emphasis in business and / or finance and / or accounting preferred

- Restaurant Industry Experience

- Strong understanding of general business principles

- Previous experience in a Support Role

This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday.

Internal Employees - R365 is committed to growing talent from within.  If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement.  Reach out to your People Business Partner if you have questions.

DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.