Senior Customer Care Tech Specialist
Senior Customer Care Tech Specialist
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Job Description
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 Tech Specialist - ToastNow youll be the hero of our customers day and use your product knowledge and technical expertise to answer questions solve problems and deliver exceptional service through chat. Our customers are at the heart of everything we do. Youll use your problem-solving skills and friendly approach to craft solutions that leave them happy.
With an unwavering commitment to learning and a hospitality-focused mindset youre eager to showcase our ever-expanding suite of hardware and software offerings. To thrive as a Tech Support Specialist for ToastNow you are resilient motivated to deliver high-quality customer interactions and excel in ambiguous environments.
As a Customer Care Tech Specialist you will: (Responsibilities)
- Leverage your Toast product knowledge and customer service skills to answer Toast customer chats voice calls and casework.
- Write clear concise and professional messages that ensure customers understand exactly whats going on.
- Ability to communicate complex technical information efficiently.
- Expertly balance business applications and customer chats staying organized and meeting deadlines.
- Collaboration is key! Work seamlessly with your colleagues to ensure every customer gets the support they need.
- Expand your knowledge of Toasts hardware and software weekly through professional development time training knowledgebase articles and the experience gained from performing the roll.
- Conduct Toast procedures to escalate and coordinate the customer response per Toast values.
Do you have the right ingredients* (Requirements)
- A minimum of 3 year Bachelors degree in any area or any other related discipline
- 2-4 years of experience in a tech support role troubleshooting software and/or hardware issues
- Strong English language proficiency - need the ability to understand complex issues and communicate clearly with customers using restaurant industry jargon.
- Strong written communication and typing skills.
- Ability to operate in an ambiguous environment troubleshooting unique issues that involve a complex set of configurations that require thorough investigation.
- Strong customer service mindset - the ability to empathize problem solve collaboratively de-escalate and deliver a superior experience to our customers.
- You can handle your workload and prioritize tasks effectively even when things get busy.
- You enjoy collaborating with others and fostering a positive work environment!
Special Sauce* (Non-essential Skills/Nice to Haves)
- Experience answering incoming Chats and ticketing systems
- Experience working in the tech industry or for a SaaS company
Operational Hours
- Candidates must be available to work on-site for the full 6-week training period. Following training the role transitions to a hybrid schedule requiring 3 days in the office and 2 days working from home. To ensure a seamless learning experience we require full attendance during the training period.
- Open to rotational shifts that may include weekends holidays and nights
- Hybrid Bangalore 5 day working (Rotational in days & time)
- Open for flexible Night Shift - 6 PM - 12:30 PM IST
- If selected you would be assigned to any of these shifts
Diversity Equity and Inclusion is Baked into our Recipe for Success
At Toast our employees are our secret ingredientwhen they thrive we restaurant industry is one of the most diverse and we embrace that diversity with authenticity inclusivity respect and humility. By embedding these principles into our culture and design we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally check out: today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process please contact .
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For roles in the United States It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Required Experience:
Senior IC
Employment Type
Full Time
