Senior Customer Care Tech Specialist

4 months ago

Bengaluru, India Toast Full time

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

 

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.

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