Technical Support Expert - Enterprise

Toast • Omaha, NE

11d • $25 - $25 • Hybrid

About The Position

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. Bready to make a change? The Toast Enterprise Customer Care team delivers Expert level award-winning technical support to our large client brands. Working with corporate restaurant teams, national franchises and international locations. Providing answers to incoming customer questions from multiple channels including phone, chat, and email.

Requirements

• 2+ years experience in a Technical Support role responsible for customer satisfaction and championing the customer experience.
• Able to perform root cause analysis to understand unique situations and deliver solutions.
• Success operating independently and navigating competing priorities in a constantly changing environment.
• Excellent communication, organizational, and influencing skills.

Nice To Haves

• Business to business technical support.
• Possess a high level of product knowledge of POS hardware: the function of different devices and how they operate in a restaurant environment.
• Open to schedules that may include weekends, holidays and nights.
• AI at Toast At Toast we’re Hungry to Build and Learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Responsibilities

• Communicate and collaborate effectively with our Enterprise customers, resolve complex customer inquiries, and increase customer satisfaction.
• Perform thorough troubleshooting and probing analysis with the customer regarding hardware, software, general billing inquiries, payment processing, and networking.
• Able to conduct split-half problem analysis to narrow the scope of issues, discover the root cause to determine where the errors are quickly and effectively resolve issues.
• Update and maintain accurate customer records in Salesforce.
• Analyze customer data to identify performance trends and analytics to improve customer experience.
• Deliver a top tier customer experience over the phone through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers.
• Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes and providing accurate time estimates for next steps.

Benefits

• We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits .
• Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
• We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast .
• Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected] .

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees