Support Specialist, Workforce

About the role

This role focuses on providing high-quality support to clients using Restaurant365 Payroll. You will collaborate with various internal teams to resolve issues and ensure clients receive accurate and timely assistance. Success in this position requires a blend of payroll and technical knowledge, strong communication, and organizational skills.

Key facts

What you'll do

• Respond to incoming technical support requests
• Gather necessary information from customers to troubleshoot reported problems
• Contact customers via phone or screen share to understand issues
• Explain Restaurant365 payroll integration features to users
• Identify and document software defects, then escalate them to management
• Participate in live chat support sessions
• Manage your personal queue of customer support tickets
• Pinpoint gaps in existing self-help documentation
• Share ticket trends with the Implementation Team
• Conduct basic training sessions as needed

Requirements

• Prior experience with Payroll and HR Systems
• High degree of attention to detail
• Proficiency with Excel
• Ability to adapt based on client and internal team needs
• Solution-oriented mindset with clear articulation under pressure
• Effective written and verbal communication skills, simplifying complex information
• Strong technical aptitude and experience communicating across platforms
• A desire to help people maximize technology
• Ability to work onsite at a U.S. office location every Tuesday and Wednesday

Nice to have

• Familiarity with restaurant management practices
• Knowledge of restaurant labor scheduling and management
• Understanding of basic accounting journal entry principles
• Comprehension of labor accruals
• Experience with payroll implementation

Skills & tools

• Payroll systems
• HR systems
• Excel

Practical notes

• This position offers an hourly salary range of $24.04 to $33.65.
• Benefits include comprehensive medical coverage (100% paid for employees), 401k with matching, an Equity Option Grant, unlimited PTO, company holidays, and wellness initiatives.