Customer Care Specialist

 

Deliver a top tier customer experience through creative problem-solving and consistent probing, to craft accurate timely outcomes for Toast Customers via our omni-channel support tools.
Perform troubleshooting and probing analysis with the customer regarding hardware, software, general billing inquiries, payment processing, and networking to guide them through the resolution process
Conduct problem analysis to narrow the scope of issues, discover the root cause of errors, and effectively resolve issues
Update and maintain accurate and detailed records of customer interactions via Salesforce, including the steps taken to resolve issues
Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes, and providing accurate time estimates for next steps
Partner closely with cross-functional teams (Restaurant Success, Onboarding, Sales etc.) to escalate and resolve more complex issues
Take ownership of learning about Toast s ever growing suite of products to provide the best assistance to our customers

Do you have the right ingredients*

3+ years of experience in similar role such as; Technical Support or role responsible for customer satisfaction and championing the customer experience
Success operating independently and navigating competing priorities in a constantly changing environment
Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software + Toast-native hardware
Strong communication, organizational, and influencing skills
Experience answering incoming phone calls and ticketing systems

Special Sauce(Non-essential Skills/Nice to Haves)

Experience working in the tech industry or for a SaaS company
Open to schedules that may include weekends, holidays and nights
Possess product knowledge of POS hardware: the function of different devices and how they operate in a restaurant environment
Basic knowledge of Salesforce
Previous chat experience
40+ Words Per Minute typing speed
Fluency in French would be an advantageOur Spreadof 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 .