The opportunity
Start Date: October 19th - Training is 8-10 weeks on-site in the Omaha, NE office. There is no PTO allowed during training.
What you'll do
Troubleshoot hardware, financial transaction mechanics, API integrations, and: menu configuration issues across a wide range of Toast products for our Enterprise customers.
Diagnose and resolve issues at the intersection of Toast and third-party: systems, including 3rd party ordering APIs and enterprise accounting integrations, following established troubleshooting paths and escalating when a case falls outside documented guidance.
Manage a steady mix of inbound case traffic across phone, chat, and email,: keeping your active case backlog current and flagging aging cases to your lead or manager.
Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization.
Communicate clearly across audiences: from front-of-house restaurant staff to corporate IT contacts — translating technical issues into actionable guidance.
Support de-escalation of difficult customer situations, bringing in your: manager or a senior teammate on high-stakes, financially impacted, or executive-level cases.
What they're looking for
- Own customer issues through to resolution on moderately difficult cases,: partnering with Customer Success, Engineering, Onboarding, and Product as needed and looping in your lead on cases with broader implications.
- Share solutions in Slack and keep your own case notes and peer resources: current; may act as an informal resource for newer or less experienced teammates.
- years of experience in a Technical Support role responsible for customer: satisfaction and championing the customer experience.
- Ability to quickly learn Toast's product suite, with the ability to apply: that knowledge across a wide range of technical issues.
