Enterprise Tech Support Specialist — Remote Training

WinsAbove; Omaha (NE); Hybrid; USD 34,000 - 43,000; Full time

Job summary

Toast is seeking an Enterprise Support Expert to deliver advanced, omnichannel technical support for our most complex restaurant-brand clients. You will resolve highly intricate issues across multiple Toast products, while coordinating with Customer Success, Engineering, Onboarding, and Product to drive resolution and maintain strong executive-level relationships.

You will manage phone, chat, and email queues, triage workload by account tier, and translate technical concepts into actionable

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 escape issues that fall outside established documentation or SOPs.

Responsibilities

• Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across Toast products for Enterprise customers.
• 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 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 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 cases.
• Own customer issues through to resolution on moderately difficult cases, partnering with Customer Success, Engineering, Onboarding, and Product as needed.
• Share solutions in Slack and keep your own case notes and peer resources current; may act as an informal resource for newer teammates.

Skills

Technical Support

Multichannel Support

Strong Communicator

Job description

Toast is seeking an Enterprise Support Expert to deliver advanced, omnichannel technical support for our most complex restaurant-brand clients. You will resolve highly intricate issues across multiple Toast products, while coordinating with Customer Success, Engineering, Onboarding, and Product to drive resolution and maintain strong executive-level relationships.

You will manage phone, chat, and email queues, triage workload by account tier, and translate technical concepts into actionable