Technical Support Expert - Kitchen

Toast • Omaha, NE

280d • $25 - $25

About The Position

As a Kitchen Customer Care Expert, you engage directly with our Toast customers to drive specialty support with measured success based on productivity and customer satisfaction Key Performance Indicators (KPIs). You will respond to and resolve complex and nuanced inquiries on Toast products and services, and take ownership of the customer experience. You are able to apply principles and methodologies, such as empathy, good judgment, and a consultative approach, to customer interactions. As a pivotal stakeholder, you partner with leadership and cross-functional teams across the company. To thrive as a Customer Care Expert at Toast, you are a customer champion, thrive in escalated situations, and excel in ambiguous environments!

Requirements

• 2+ years of experience in a role responsible for customer satisfaction or 1+ year working in a customer support role providing technical troubleshooting and solving difficult problems
• Experience with root cause analysis; able to understand unique situations and deliver solutions to these problems
• Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software + Toast hardware
• Strong verbal/ written communication, organizational, and influencing skills
• Success operating independently and navigating competing priorities in a constantly changing environment

Nice To Haves

• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
• Experience answering incoming phone calls and ticketing systems
• Experience working in the tech industry or for a SaaS company
• Open to schedules that may include weekends, holidays and nights

Responsibilities

• 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
• Communicate & collaborate effectively with escalated customers; able to use de-escalation techniques to resolve complex customer inquiries and increase customer satisfaction
• Help set up and troubleshoot technology devices for customers
• Collaborate and actively participate with internal team members in meetings and 1:1 training to ensure we are all working together to provide a great customer experience
• Support the business by recommending process improvements to management toward advancing customer programs

Benefits

• Competitive compensation and benefits programs
• Flexibility to meet changing needs
• Access to health and wellness programs

What This Job Offers

• Job Type: Full-time
• Industry: Food Services and Drinking Places