Support Specialist, Integration
Mexico City
Mexico – Support /
Full Time /
On-site
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.
How you'll add value:
- 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
- Other duties as assigned
What you'll need to be successful in this role:
- High attention to detail
- Excel knowledge
- 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
- 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
PREFERRED QUALIFICATIONS
