Technical Support Expert, Enterprise
New
T
ToastRestaurant Technology
Remote, USFull-TimeMiddle
Salary25 - 31.5 USD per hour
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Job Details
- Experience
- 2-4 years
- Required Skills
- TroubleshootingTechnical support
Requirements
- 2-4 years of experience in a Technical Support role responsible for customer satisfaction.
- Ability to quickly learn Toast's product suite and apply knowledge across technical issues.
- Comfortable spotting solutions to moderately difficult problems and identifying when to escalate.
- Solid foundational understanding of how software, hardware, and networks interact.
- Demonstrated ability to pick up new technical skills on the job.
- Good communication and organizational skills, with the ability to flex between restaurant staff and business stakeholders.
- Experience managing multichannel (phone, chat, email) support.
- Ability to work well with general instruction and limited day-to-day direction.
Responsibilities
- Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across a wide range of Toast products.
- Diagnose and resolve issues at the intersection of Toast and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations.
- Manage a steady mix of inbound case traffic across phone, chat, and email, keeping your active case backlog current.
- Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization.
- Communicate clearly across audiences, translating technical issues into actionable guidance.
- Support de-escalation of difficult customer situations, partnering with internal departments on high-stakes cases.
- Own customer issues through to resolution on moderately difficult cases, looping in lead on cases with broader implications.
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