Enterprise Tech Support Specialist – Hybrid

Toast; Omaha (NE); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Hybrid work model

On-site training in Omaha

Employee benefits

Job summary

Toast Enterprise Support is seeking a Customer Care Expert to resolve highly complex issues for our enterprise clients in Omaha, NE. Training is on-site with 8-10 weeks, then you will be in the office 2 days a week post-training.

You will troubleshoot hardware, API integrations, and POS configurations across Toast products, manage multichannel support, and coordinate with Customer Success, Engineering, Onboarding, and Product to drive outcomes.

Qualifications

• 2-4 years of experience in Technical Support focused on customer satisfaction.
• Ability to quickly learn Toast's product suite and apply knowledge across issues.
• Strong communication and organizational skills across front-line staff and business stakeholders.

Responsibilities

• Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration across Toast products for Enterprise customers.
• Diagnose issues across Toast and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations.
• Manage a mix of inbound cases via phone, chat, and email, keeping backlog current and aging cases flagged.
• Help triage workload based on account tier and urgency per team guidelines.
• Translate technical issues into actionable guidance for diverse audiences from restaurant staff to IT contacts.
• Support de-escalation of high-stakes or executive-level cases with manager or senior teammate input.
• Own customer issues through resolution on moderately difficult cases, coordinating with Customer Success, Engineering, Onboarding, and Product.
• Share solutions in Slack and maintain case notes and peer resources.

Skills

Technical Support

Multichannel support

Communication

Learn Toast products

Job description

Toast Enterprise Support is seeking a Customer Care Expert to resolve highly complex issues for our enterprise clients in Omaha, NE. Training is on-site with 8-10 weeks, then you will be in the office 2 days a week post-training.

You will troubleshoot hardware, API integrations, and POS configurations across Toast products, manage multichannel support, and coordinate with Customer Success, Engineering, Onboarding, and Product to drive outcomes.