Customer Care Expert - Enterprise

About the position

Customer Care Expert - Enterprise Start Date: January 26th- Training is 10 weeks on-site in the Omaha, NE office. There is no PTO allowed during training. Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106. You will be expected to be in office 2 days a week, post training. Hourly Rate: \$25 per hour 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? The Toast Enterprise Customer Care team delivers Expert level award-winning technical support to our large client brands. Working with corporate restaurant teams, national franchises and international locations. Providing answers to incoming customer questions from multiple channels including phone, chat, and email.

Responsibilities

  • Communicate and collaborate effectively with our Enterprise customers, resolve complex customer inquiries, and increase customer satisfaction.
  • Perform thorough troubleshooting and probing analysis with the customer regarding hardware, software, general billing inquiries, payment processing, and networking.
  • Able to conduct split-half problem analysis to narrow the scope of issues, discover the root cause to determine where the errors are quickly and effectively resolve issues.
  • Update and maintain accurate customer records in Salesforce.
  • Analyze customer data to identify performance trends and analytics to improve customer experience.
  • Deliver a top tier customer experience over the phone through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers.
  • Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes and providing accurate time estimates for next steps.

Requirements

  • 2+ years experience in a Technical Support role responsible for customer satisfaction and championing the customer experience.
  • Able to perform root cause analysis to understand unique situations and deliver solutions.
  • Success operating independently and navigating competing priorities in a constantly changing environment.
  • Excellent communication, organizational, and influencing skills.

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.

Benefits

  • 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.
  • Learn more about our benefits at https://careers.toasttab.com/toast-benefits
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...