Senior Customer Care Tech Specialist

Summary

Join Toast as a Customer Care Tech Specialist - ToastNow and use your product knowledge and technical expertise to answer questions, solve problems, and deliver exceptional service through chat.

Requirements

• A minimum of three year degree in any area, or any other related discipline
• 2-3 years of experience in a tech support role, troubleshooting software and/or hardware issues
• Strong English language proficiency - need the ability to understand complex issues and communicate clearly with customers using restaurant industry jargon
• Strong written communication and typing skills
• Ability to operate in an ambiguous environment, troubleshooting unique issues that involve a complex set of configurations that require thorough investigation
• Strong customer service mindset - the ability to empathize, problem solve collaboratively, de-escalate, and deliver a superior experience to our customers
• You can handle your workload and prioritize tasks effectively, even when things get busy
• You enjoy collaborating with others and fostering a positive work environment!

Responsibilities

• Leverage your Toast product knowledge and customer service skills to answer Toast customer chats, voice calls, and casework
• Write clear, concise, and professional messages that ensure customers understand exactly what's going on
• Ability to communicate complex technical information efficiently
• Expertly balance business applications and customer chats staying organized and meeting deadlines
• Collaboration is key! Work seamlessly with your colleagues to ensure every customer gets the support they need
• Expand your knowledge of Toast’s hardware and software weekly through professional development time, training, knowledgebase articles, and the experience gained from performing the roll
• Conduct Toast procedures to escalate and coordinate the customer response per Toast values

Preferred Qualifications

• Experience answering incoming Chats and ticketing systems
• Experience working in the tech industry or for a SaaS company