Support Specialist

How you'll add value:

Customer Support & Troubleshooting 

• Support customers via tickets and chat along with other inbound channels, providing clear, empathetic, and solution-oriented assistance. 

• Ask targeted questions to quickly understand the customer’s goal, environment, and constraints, then narrow to a clear problem statement. 

• Diagnose and resolve common workflow, configuration, and data-related issues across assigned product areas. 

• Guide customers through R365 workflows and best practices, helping them get value from the platform, not just fix the immediate issue. 

• Route non-applicable or out-of-scope issues to the appropriate team with clear context, expectations, and next steps. 

Escalations, Defects, and Cross-Team Collaboration 

• Identify, document, and escalate suspected product defects with clear reproduction steps, impact, and environment details. 

• For issues linked to defects, manage customer communication end-to-end: confirm reproduction, set expectations, provide status updates, and notify customers when fixes are delivered. 

• Participate in triage or working sessions (as needed) with Product, Development, Support leadership, and other stakeholders to align priority and next steps for key issues. 

• Contribute to team visibility of known issues so peers can quickly understand current product limitations and workarounds. 

Queue Management, Quality, and Documentation 

• Own a personal ticket queue, balance speed, quality, and customer experience while meeting or exceeding SLA and quality standards. 

• Participate in live chat rotations and other real-time support channels, maintaining professional, concise, and accurate communication. 

• Proactively identify recurring issues, knowledge gaps, or process friction and recommend improvements to internal and customer-facing documentation. 

• Demonstrate reliable and punctual attendance for assigned shifts and workdays, including clear communication around availability, schedule changes, or unforeseen delays. 

Teamwork, Learning, and Continuous Improvement 

• Be a team player, collaborating with peers, Team Leads, Managers, and cross-functional partners to resolve complex cases and share learnings. 

• Actively seek and apply feedback from QA reviews, coaching sessions, and peer input to continuously improve your product knowledge, troubleshooting skills, and customer communication. 

• Contribute to a positive team culture by sharing knowledge, supporting teammates, and modeling the behaviors and values expected of R365 Support Specialists. 

Core Competencies:

Successful Support Specialists consistently demonstrate: 

• Positive, Solution-Oriented Mindset – Approaches challenges constructively and assumes positive intent with customers and colleagues.  

• Active Listening – Fully understands customer needs by listening, clarifying, and confirming before responding.  

• Clear Communication – Communicates professionally and effectively across email, chat, phone, and internal tools.  

• Attention to Detail – Ensures accuracy by carefully managing configurations, data, and workflows.  

• Time & Priority Management – Effectively handles high ticket volume while meeting SLA and quality targets.  

• Coachability & Growth – Embraces feedback and continuously improves skills and approach.  

• Collaboration – Partners with teammates and cross-functional groups to achieve strong customer outcomes. 

What you'll need to be successful:

Required Qualifications:

• 1+ year experience in customer support, help desk, call center, or a similar customer-facing role (SaaS experience preferred). 

• Availability to cover different schedules.

• Strong written and verbal communication skills with the ability to explain complex topics in simple terms. 

• High attention to detail and strong time management, and organizational skills. 

• Ability to stay calm, solution-oriented, and professional in high-pressure or escalated situations. 

• Comfort working across multiple tools and systems (ticketing platforms, chat, phone, internal documentation, and reporting). 

• Proficiency with Excel/Sheets for data review, sorting, filtering, and basic formulas (especially for roles working heavily with financial or workforce data). 

• Basic understanding of how web applications and APIs work: 
  * HTTP methods (GET, POST, PUT, DELETE) 
  * Common status codes (2xx, 4xx, 5xx) 
  * Headers, query parameters, request/response bodies 

• Reliable, predictable attendance across assigned shifts, including proactive communication about schedule constraints or changes. 

Preferred Qualifications:

• Bachelor’s degree in business, finance, accounting, information systems, or a related field. 

• Experience supporting SaaS business applications (e.g., ERP, accounting, inventory, workforce management, or similar platforms). 

• Restaurant, hospitality, or multi-unit operations experience. 

• Experience with integrated systems and understanding of how data flows between applications. 

• Familiarity with file transfer concepts: 

• FTP/SFTP basics 

• Directory structures, file naming conventions 

• Verifying file presence, timestamps, and file sizes 

• For more technical or Development focused tracks: 

• Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows). 

• Demonstrated comfort with basic programming logic or complex troubleshooting scenarios. 

• Comfort with logs: 

• Reading timestamps, severity (INFO/WARN/ERROR) 

• Locating relevant log entries for a specific transaction, store, or time window 

• Recognizing common error patterns (auth failures, timeouts, invalid data, parsing errors) 

• Comfort with logs and Data Bases: 

• Reading timestamps, severity (INFO/WARN/ERROR) 

• Locating relevant log entries for a specific transaction, store, or time window 

• Recognizing common error patterns (auth failures, timeouts, invalid data, parsing errors) 

Compensation

Compensation for this position is $255,000 - $385,000 MXN annually ($21,250 - $32,083 monthly), depending on experience.
We also offer a comprehensive benefits package designed to support your health, well-being, and work-life balance.
Benefit options include:
Law Benefits
Major Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Meal Vouchers
30-day Christmas bonus
Saving Fund
Monthly Internet & Electricity Stipend
And more!

Note:

Only resumes submitted in English will be considered!