Support Assistant

At RSS Technology Solutions, we take pride in delivering smart, reliable solutions to the restaurant industry. We’re currently seeking a Support Assistant to join our dynamic Helpdesk team at our Blankenbaker location.

Are you someone who thrives in a fast-paced environment, enjoys helping others, and has a strong connection to the restaurant industry? We're looking for a Support Assistant who can juggle a fast-moving phone queue and triage service requests.

This is an in-office role, based in our Blankenbaker warehouse location, working closely with our Helpdesk team to support incoming calls and emails from our restaurant clients across the country. If you’re a former quick-service restaurant professional looking for a new kind of challenge, this could be your perfect fit.

JOB DUTIES AND RESPONSIBILITIES:

• • Answer and triage incoming calls and emails from restaurant partners.
  • Create and enter service orders (SOs) accurately and efficiently.
  • Determine urgency of requests and route appropriately to Helpdesk team or other departments.
  • Act as the knowledgeable switchboard operator who ensures nothing slips through the cracks.
  • Collaborate with sales reps and internal teams to gather context and provide follow-through.
  • Maintain detailed documentation of service tickets and client interactions.
  • Learn and support a variety of restaurant technology platforms (25+ supported systems).
  • Participate in training sessions and shadowing to understand product functionality and support workflows.
  • Contribute to team improvement by identifying recurring issues or inefficiencies.

QUALIFICATIONS

• Previous experience in a restaurant environment (quick service experience required).
• Professional, calm, and friendly phone presence; strong de-escalation skills.
• Strong organizational skills and attention to detail.
• Technical aptitude and willingness to learn multiple platforms.
• Ability to prioritize under pressure and work independently while staying team-oriented.
• Experience in customer service, support, or call center roles preferred.
• Familiarity with service ticketing systems or support workflows a plus.

JOB COMPETENCIES:

Attention to Detail: Follows established guidelines and procedures to ensure accuracy; gets work right despite pressing deadlines; concentrates on routine work details and organizes and maintains a system of records; is alert and aware of surroundings and carefully monitors technical equipment or processes.

Commitment to Task: Demonstrates dependability and shows a sense of urgency about getting results; willing to commit the hours it takes to get the job completed; takes responsibility for actions and achieves results; overcomes obstacles.

Communication Skills: Presents ideas, concepts, and information effectively and clearly through the spoken and written word; actively listens; communicates comfortably with various audiences; responds effectively to questions; prepares clear, concise, and effective written communications; displays strong grammatical, spelling, composition, and proof-reading skills.

Customer Focused: Commits to meeting the needs and expectations of the organization’s internal and external customers; delivers a high level of customer service; searches continually for ways to increase employee and customer satisfaction (i.e., customer feedback).

Flexibility: Adapts and changes course of action when appropriate; effectively transitions from task to task; deals well with unresolved situations, frequent change, delays, or unexpected events; maintains objectives amidst shifting priorities.

Initiative: Takes action proactively; addresses issues or opportunities without supervision; focuses on desired results and accomplishments; demonstrates clear purpose, enthusiasm, and a “can-do” attitude.

Execution: Manages multiple projects and effectively prioritizes tasks, responsibilities, and goals; uses goals to guide actions and creates detailed action plans; organizes and schedules people and tasks; utilizes resources effectively to meet goals.

Relationship Management: Initiates and develops relationships with others; demonstrates credibility; confronts conflict quickly and professionally; inspires confidence in others.

Teamwork: Works cooperatively with others to accomplish business goals and objectives; asks others for their ideas and opinions; supports team’s decisions; contributes to the team’s efforts.