Enterprise Tech Support Specialist

United States Digital Space LLC; United States; Hybrid; USD 34,000 - 44,000; Full time

Benefits offered by this job

Remote onboarding training

Hybrid work model

Competitive compensation

Job summary

Toast is seeking a Customer Care Expert to join our Enterprise Support team. You will resolve highly complex issues across a broad product landscape for large restaurant brands and national franchises, handling inquiries via phone, chat, and email.

The role emphasizes rapid learning of our product suite, effective communication with diverse stakeholders, and escalation when needed. Training is remote for 8-10 weeks, with a hybrid work model and a focus on enterprise customer success.

Qualifications

• 2-4 years of experience in a Technical Support role responsible for customer satisfaction and championing the customer experience.
• Ability to quickly learn the company's product suite and apply knowledge across a wide range of technical issues.
• Comfortable spotting less-obvious solutions to moderately difficult problems and elevating when needed.
• Solid understanding of how software, hardware, and networks interact with a track record of learning new technical skills.
• Strong communication and organizational skills to flex between front-line staff and business stakeholders.
• Experience managing multichannel (phone, chat, email) support.

Responsibilities

• Troubleshoot hardware, API integrations, and configuration issues across a wide range of products for Enterprise customers.
• Diagnose and resolve issues at the intersection of company 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 backlog current.
• Triage workload based on account tier and urgency, following team guidelines.
• Communicate clearly across audiences—from front-of-house staff to corporate IT contacts—translating technical issues into actionable guidance.
• Support de-escalation of difficult customer situations with managers or senior teammates on high-stakes cases.
• Own issues through resolution on moderately difficult cases, partnering with Customer Success, Engineering, Onboarding, and Product as needed.
• Share solutions in Slack and maintain case notes; may mentor newer teammates.

Job description

Toast is seeking a Customer Care Expert to join our Enterprise Support team. You will resolve highly complex issues across a broad product landscape for large restaurant brands and national franchises, handling inquiries via phone, chat, and email.

The role emphasizes rapid learning of our product suite, effective communication with diverse stakeholders, and escalation when needed. Training is remote for 8-10 weeks, with a hybrid work model and a focus on enterprise customer success.