Technical Support Expert - Guest Services

Technical Support Expert - Guest Services

Start Date: 8/11/2025 - Training is 12 weeks on-site in the Omaha NE office. There is no PTO allowed during training.

Location: Omaha NE Office - 1926 S 67th St Suite 200 Omaha NE 68106. You will be expected to be in office 2 days a week post training.

Hourly Rate: $25 per hour

*We do require open availability for this position assigned schedules could range from Monday - Sunday (6am - 1am CST.)

Toast is driven by building the restaurant platform that helps restaurants adapt take control and get back to what they do best: building the businesses they love.

Bready* to make a change

As a Customer Care Expert - Guest Services 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!

About this roll* (Responsibilities)

• 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.

Do you have the right ingredients* (Requirements)

• 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

Special Sauce* (Nonessential Skills/Nice to Haves)

• 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

Our Spread of 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 puns encouraged but not required