Technical Support Expert - Kitchen

Sorry, this job was removed at 06:28 a.m. (CST) on Wednesday, Dec 25, 2024
Be an Early Applicant
Omaha, NE
25-25 Annually
Internship
Cloud • Fintech • Food • Information Technology • Software • Hospitality
We empower the restaurant community to delight guests, do what they love, and thrive.
The Role

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

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].

What the Team is Saying

Christopher
Ashley
Srishti
JJ
Eden
Jane
The Company
HQ: Boston, MA
4,500 Employees
Hybrid Workplace
Year Founded: 2011

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

Gallery

Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery

Toast Teams

Team
Engineering
Team
Sales
About our Teams

Toast Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Typical time on-site: Flexible
Company Office Image
HQBoston, MA
Company Office Image
Antioch, TN
Company Office Image
Bengaluru, IN
Company Office Image
Chennai, IN
Company Office Image
Chicago, IL
Company Office Image
Dublin, IE
London, GB
Company Office Image
Lublin, PL
Company Office Image
Omaha, NE
Company Office Image
San Francisco, CA
Learn more

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account