Customer Support Expert - Enterprise

Customer Support Expert - Enterprise

Start Date: August 12th, 2024 - Training is 10 weeks on-site in the Omaha, NE office. There is no PTO allowed during training. 

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

Schedule Expectations: Your schedule will change after training. Your schedule could range anywhere between 6:00am - 1:00am CST Monday - Sunday. Flexibility for all schedules is required. You will be assigned one of the following schedules, on a first come first serve basis: 

• Monday & Tuesday ON, Wednesday & Thursday OFF,  Friday & Saturday ON, Sunday OFF From 9:00am - 8:00pm CST
• Tuesday - Saturday from 2:30pm - 11:00pm CST
• Sunday - Thursday from 2:30pm - 11:00pm CST
• Wednesday - Saturday from 2:00pm - 1:00am CST

 

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

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 here: Our Benefits.

*Bread puns encouraged but not required

The starting pay rate for this role is below. Please note, there is not a range for this role, the number listed below is the rate.Pay Rate$25—$25 USD

 

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive princi