# Customer Care Expert - Enterprise

**Company**: Toast
**Location**: Omaha, NE
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Salary**: $31.50
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/toast/jobs/8289031?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0d748b20-52c

## Description

We are seeking a Customer Care Expert - Enterprise to join our team. As an Enterprise Support Expert, you'll resolve highly complex, high-risk technical issues across a broad and varied product landscape, manage demanding enterprise stakeholders, and bring order to a fast-paced, ambiguous environment.

Responsibilities:

- 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.

- 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.

Requirements:

- 2-4 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.

- Comfortable spotting less-obvious solutions to moderately difficult problems, and knowing when to escalate issues that fall outside established documentation or SOPs.

- Solid foundational understanding of how software, hardware, and networks interact, with a track record of picking up new technical skills on the job.

- Good communication and organizational skills, with the ability to flex between front-line restaurant staff and business stakeholders.

- Experience managing multichannel (phone, chat, email) support.

- Works well with general instruction on new or unfamiliar assignments, and normally needs little day-to-day direction on established work.

Nice to Haves:

- Business to business technical support.

- Possess a high level of product knowledge of POS hardware: the function of different devices and how they operate in a restaurant environment.

- Open to schedules that may include weekends, holidays and nights.

Our Total Rewards Philosophy: 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.

The starting pay rate for this role is $31.50 USD.

## Skills

### Required
- Technical Support
- Customer Satisfaction
- Troubleshooting
- Communication
- Organizational Skills

### Nice to have
- Business to Business Technical Support
- POS Hardware Knowledge

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/toast/jobs/8289031?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)