Senior Customer Care Tech Specialist

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, you'll 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. You'll 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, you're 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 for ToastNow, 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 what's 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 Toast's 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 three year degree in any area, or any other related discipline
• 2-3 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

6 PM - 3 AM IST with a remote work arrangement initially, transitioning to two days in the office per week once logistics are established.
Open to rotational shifts that may include weekends, holidays and nights