About this role
Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
As a Senior customer Care Specialist - Toast, you'll be the hero of our customers' day and use your product knowledge and technical expertise to answer questions, solve problems, and deliver extraordinary service through chat. Our customers are at the heart of everything we do. You'll use your problem-solving skills and approachable approach to craft solutions that leave them happy.
With an unwavering commitment to learning and a hospitality-focused mindset, you're enthusiastic to showcase our ever-expanding suite of hardware and software offerings. To thrive as a Support Specialist for Toast, you are durable, motivated to deliver high-quality customer interactions, and excel in ambiguous environments.
A day in the life (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 what's going on.
• Ability to communicate complex technical information proficiently.
• 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 Toast’s hardware and software weekly through professional development time, training, knowledgebase articles, and the experience gained from performing the role.
• Conduct Toast procedures to escalate and coordinate the customer response per Toast values
What you'll need to thrive (Requirements):
• A minimum of 3 year Bachelor’s degree in any area, or any other related discipline.
• 2-4 years Experience answering incoming Voice, Chats and ticketing systems.
• 2-4 years of experience in a customer support role, troubleshooting software and/or hardware issues.
• Proficient English language proficiency - need the ability to understand complex issues and communicate clearly with customers using restaurant industry jargon.
• Well-developed written communication and typing skills.
• French language proficiency at B2/C1 level – required to support French-speaking customers proficiently.
• Ability to operate in an ambiguous environment, troubleshooting unique issues that involve a complex set of configurations that require thorough investigation.
• Solid customer service mindset - the ability to comprehend, problem solve collaboratively, de-escalate, and deliver a high-quality experience to our customers.
• You can oversee your workload and prioritize tasks appropriately, even when things get occupied.
• You enjoy collaborating with others and fostering a positive work environment!
• Shifts: Night Shift and Rotational week offs (including weekends and holidays) within a