Technical Support Expert, Toast
Team Management
Hourly Rate: $26 per hour
More information about location
2 days a week in office (Summer St, Boston, MA)
Point of sale and management system for restaurants
Be an early applicant
Point of sale and management system for restaurants
1001+ employees
Be an early applicant
Hourly Rate: $26 per hour
More information about location
2 days a week in office (Summer St, Boston, MA)
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- Start Date: September 22nd - Training is 12 weeks on-site in the Boston, MA office. There is no PTO allowed during training
- As a Technical Support 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!
- 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
Our take
Running a restaurant means managing a stressful set of elements, all needing to work together seamlessly to create a good experience for diners. Toast helps to streamline processes, and puts an end to piles of paperwork, by providing a platform whereby tableside ordering, menu modifications, labour management, payroll, and more are all housed in one system that can run from a tablet.
Toast offers restaurant-grade hardware and cloud-based customisable payment solutions to serve clients from startup through to growth phase, as well as a service for established restaurants. By combining all the digital services a restaurant might need, the platform can act as the one and comprehensive solution for restaurants of any size, avoiding restaurateurs having to invest in a range of technologies.
Toast has over 70,000 restaurants on its books, from food trucks to national brands, and its mobile ordering and payment solutions have made it a recognized brand for consumers. The company's IPO in 2021 saw it valued at over $30 billion and since then, it has added more features to its product suite including wholesale and catering order tools. Toast then, has proven its place as an indispensable player in the restaurant space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2020
$400m
SERIES F
Apr 2019
$250m
SERIES E
Total funding: $899m
Company benefits
- Peer and company recognition programs
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
Company HQ
Fenway–Kenmore, Boston, MA
Leadership
Steve Fredette
(President)They studied at MIT before co-founding Klick Mobile in 2009 and spending almost 7 years at Endeca. They left their Management role in June 2012 having co-founded Toast in May.
Aman Narang
(CEO)Having studied Computer Science at MIT, they worked at Endeca for 5 years. They moved from working as Product Manager to work full-time as President of Toast in 2013, having co-founded it the previous year.
Jonathan Grimm
(CTO)They also studied Computer Science at MIT before working as an Engineer for Endeca for over 4 years. They worked at Oracle for 5 months prior to co-founding Toast in May 2012.
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