Support Specialist, Integration

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

Additional information