Customer Care Expert - Enterprise

Customer Care Expert - Enterprise

Start Date: Monday, December 16th - Training is 10 weeks on-site in the Omaha, NE office. There is no PTO allowed during training. (You will be off on 12/25, 1/1, 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?

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.

About this roll* (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.

Do you have the right ingredients*? (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. 

Special Sauce* (Nonessential 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.

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