Customer Care Specialist - Devices

Toast • Omaha, NE

253d • $22 - $22 • Hybrid

About The Position

As a Customer Care Specialist, you will provide a world-class experience to our Toast Customers through answering incoming customer questions from multiple channels including phone, chat, and email. You are driven with purpose to resolve solutions and act as a Toast expert to help Toast's customers thrive. You are hungry to learn, deliver a hospitality mindset, and are excited to showcase our rapidly expanding hardware and software suite. To thrive as a Customer Care Specialist at Toast, you are resilient, motivated to deliver high quality customer interactions, and excel in ambiguous environments. The Device campaign at Toast helps our restaurant customers from the call center with our cloud-based system to ensure the clients functionality, security and PCI compliance. The team resolves immediate concerns, identifies potential issues, and provides customized configuration recommendations.

Requirements

• 1+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Success operating independently and navigating competing priorities in a constantly changing environment
• Proven track record of success navigating and troubleshooting technical tools, for instance hardwired and wireless devices supporting a Point of Sale system (Routers, Switches, Printers)
• Strong communication, organizational, and influencing skills

Nice To Haves

• Experience with Apple Laptop, Salesforce, Five9, Meraki Dashboards, or Slack
• Comprehensive knowledge of WAN, LAN, and WLAN technologies and theories
• Experience answering incoming phone calls and ticketing systems
• Experience working in the tech industry or for a SaaS company
• Open to schedules that include weekends, holidays and nights

Responsibilities

• Leverage your Toast product knowledge and customer service skills to answer incoming calls, chats and/or casework from Toast Customers
• Deliver a top tier customer experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers
• Conduct Toast procedures to escalate and coordinate the customer response in accordance with Toast values
• Expand your knowledge of Toast's hardware and software weekly through professional development time, trainings, knowledgebase articles, and the experience gained from performing the roll
• Provide solutions for restaurant operators with network and hardware issues such as configuring ISPs, Meraki router appliances, DHCP and wireless coverage
• Document steps to resolutions, escalations, identify problem areas and opportunities, research and deliver solutions to enhance the quality of service
• Advise on value added features and benefits of compatible products as appropriate

Benefits

• Competitive compensation and benefits programs
• Flexibility to meet Toasters' changing needs
• Diversity, Equity, and Inclusion initiatives
• Hybrid work model fostering in-person collaboration

What This Job Offers

• Career Level: Entry Level
• Industry: Food Services and Drinking Places