Technical Support Expert - Kitchen

Technical Support Expert - Kitchen

Start Date: Monday, January 13th - Training is 12 weeks on-site in the Omaha, NE office. There is no PTO allowed during training. (You will be off on 1/20)

Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106. You will be expected to be in office up to 3 days a week, post training. 

Hourly Rate: $25.00 per hour

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?

As a Customer Care Expert, you will provide a world-class experience to our Toast Customers through answering incoming customer questions from multiple channels including phone, chat, and email. 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! 

About this roll* (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.

Do you have the right ingredients*? (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

Special Sauce* (Nonessential Skills/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

Our Spread of Total Rewards

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.

*Bread puns encouraged but not required