Enterprise Tech Support Specialist - Hybrid (Omaha)

WinsAbove; Omaha (NE); Hybrid; USD 28,000 - 40,000; Full time

Job summary

Toast is seeking a Customer Care Expert for our Enterprise team in Omaha. You will resolve complex technical issues across Toast products, manage enterprise stakeholders, and provide support via phone, chat, and email from a fast-paced environment.

The role requires 2-4 years in technical support, strong communication, and the ability to learn Toast products quickly. In-office training is 8-10 weeks with a hybrid post-training schedule, starting October 19th.

Qualifications

• 2-4 years of experience in a Technical Support role responsible for customer satisfaction and championing the customer experience.
• Ability to quickly learn Toast's product suite, with the ability to apply that knowledge across a wide range of technical issues.
• Comfortable spotting less-obvious solutions to moderately difficult problems, and knowing when to elevate issues that fall outside established documentation or SOPs.
• Solid foundational understanding of how software, hardware, and networks interact, with a track record of picking up new technical skills on the job.
• Good communication and organizational skills, with the ability to flex between front-line restaurant staff and business stakeholders.
• Experience managing multichannel (phone, chat, email) support.
• Works well with general instruction on new or unfamiliar assignments, and normally needs little day-to-day direction on established work.

Responsibilities

• Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across a wide range of Toast products for our Enterprise customers.
• Diagnose and resolve issues at the intersection of Toast and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations, following established troubleshooting paths and escalating when a case falls outside documented guidance.
• Manage a steady mix of inbound case traffic across phone, chat, and email, keeping your active case backlog current and flagging aging cases to your lead or manager.
• Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization.
• Communicate clearly across audiences — from front-of-house restaurant staff to corporate IT contacts — translating technical issues into actionable guidance.
• Support de-escalation of difficult customer situations, bringing in your manager or a senior teammate on high-stakes, financially impacted, or executive-level cases.
• Own customer issues through to resolution on moderately difficult cases, partnering with Customer Success, Engineering, Onboarding, and Product as needed and looping in your lead on cases with broader implications.
• Share solutions in Slack and keep your own case notes and peer resources current; may act as an informal resource for newer or less experienced teammates.

Job description

Toast is seeking a Customer Care Expert for our Enterprise team in Omaha. You will resolve complex technical issues across Toast products, manage enterprise stakeholders, and provide support via phone, chat, and email from a fast-paced environment.

The role requires 2-4 years in technical support, strong communication, and the ability to learn Toast products quickly. In-office training is 8-10 weeks with a hybrid post-training schedule, starting October 19th.