Support Specialist, Workforce (SaaS)

TL;DR

Support Specialist, Workforce (SaaS): Providing technical support for payroll clients within a cloud-based restaurant management platform with an accent on troubleshooting payroll integrations and software defects. Focus on diagnosing technical issues, documenting software gaps, and ensuring a seamless client experience through ticket management and live chats.

Location: Hybrid (Austin, TX / Akron, Ohio / Irvine, CA / SF Bay Area)

Salary: $22–$29 per hour

Company

SaaS company disrupting the restaurant industry by providing a centralized solution for accounting and back-office operations.

What you will do

• Respond to technical support tickets and manage a personal queue.
• Troubleshoot payroll integration functionality via phone, screen share, and live chats.
• Diagnose, document, and escalate software defects to management.
• Identify gaps in self-help documentation and share ticket trends with the Implementation Team.
• Conduct basic training for customers on an as-needed basis.

Requirements

• Must be based in or able to work from Austin, TX, Akron, OH, Irvine, CA, or the SF Bay Area.
• Previous background with Payroll and HR Systems.
• Proficiency in Excel.
• Strong technical aptitude and effective communication skills.
• Ability to articulate complex technical content in simplified terms.

Nice to have

• Familiarity with restaurant management and labor scheduling/management.
• Understanding of basic accounting journal entry principles and labor accruals.
• Experience with payroll implementation.

Culture & Benefits

• Comprehensive medical benefits, 100% paid for the employee.
• 401k with company matching.
• Equity Option Grant.
• Unlimited PTO and paid company holidays.
• Wellness initiatives.