Description:
As a Customer Care Specialist, you will provide a world-class experience to our Toast Customers through answering incoming customer questions primarily from the phone. You are driven with purpose to resolve solutions and act as a Toast expert to help Toast’s customers thrive. You are hungry to learn, deliver a hospitality mindset, and are excited to showcase our rapidly expanding hardware and software suite. To thrive as a Customer Care Specialist at Toast, you are resilient, motivated to deliver high quality customer interactions, and excel in ambiguous environments.
About this roll*
- Deliver a top tier customer experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers over the phone
- 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*?
- 2+ 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, organisational, and influencing skills
- Experience answering incoming phone calls and ticketing systems