Description:
The API Integrations Specialist will contribute to the success of the Toast Customer Care/Support Integrations team. As an API Integrations Specialist, you will assess customer needs, manage expectations, and respond effectively to resolve escalations quickly. The ideal candidate will be responsible for managing relationships with new and existing partners and customers. You will manage escalated technical and application support requests for customers who are using Toast Integrations and Toast APIs.
About this roll* (Responsibilities)
- Primary support and point of contact for post-integration vendor issues and support for vendors/customers experiencing problems with integrations.
- Accept incoming calls from customers, quickly identify problems, set expectations and resolve whenever possible.
- Perform basic troubleshooting of integration issues by becoming proficient in Toast systems and tools such as Splunk and Postman.
- Present customers and vendors with continuous updates and solutions within our SLAs and document support tickets, while also knowing when to appropriately escalate to Senior API Integrations Specialists.
- Be the voice of the customer and vendor, and collect feedback to drive continuous improvement across all areas including product.
- Relentlessly pursue customer satisfaction, every interaction is an opportunity to delight our customers.
Do you have the right ingredients*? (Requirements)
- Must have previous experience working with API’s and Integrations
- 2+ years experience in Customer/Technical Support or a closely related field
- Excellent verbal and written communication skills
- Proficient in system troubleshooting and analysis
- Passion for customer and vendor support
- Ability to work scheduled shifts including day, evening and weekends