Customer Care Expert - Enterprise
Start Date: Monday, April 21st- 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 2 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
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 principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
Top Skills
What the Team is Saying
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What We Do
Toast is the all-in-one platform built for restaurants of all sizes. Toast provides a single platform of software as a service (SaaS) products and financial technology solutions that give restaurants everything they need to run their business, including point of sale, payments, supplier management, digital ordering and delivery, marketing and loyalty, and team management. By serving as the restaurant operating system across dine-in, takeout, and delivery channels, Toast helps restaurants increase revenue, streamline operations and deliver amazing guest experiences.
Why Work With Us
Our recipe for an awesome workplace:
One splash of friendship
A dollop of impact
A sprinkle of no hierarchy &
A heavy spoonful of individuality
Mix these ingredients in a fast-paced and hardworking environment. Best paired with a side of interesting people who always bring their whole selves to work.
*100% Sunday scary free
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Toast Teams
Toast Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
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