Customer Support Expert
Troubleshooting
Posted on 4/3/2024
Toast

5,001-10,000 employees

Cloud-based restaurant software company
Company Overview
Toast is on a mission to enrich the food experience for all. Toast connects employees, operations, and guests on a reliable, easy-to-use platform so restaurateurs can stay one step ahead of a rapidly evolving hospitality market.
Hardware
Consumer Software

Company Stage

Series F

Total Funding

$1.2B

Founded

2011

Headquarters

Boston, Massachusetts

Growth & Insights
Headcount

6 month growth

4%

1 year growth

22%

2 year growth

60%
Locations
Omaha, NE, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
CategoriesNew
Customer Success & Support
Customer Experience
Customer Support
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
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.