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Customer Care Specialist

1 month ago

Dublin, Dublin City, Ireland 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.

We remain committed to the success of the restaurant community and our customers. Our Customer Care team in Dublin is growing

Bready* to make a change?

As a Customer Care Specialist, you will provide a world-class experience to our Toast Customers by answering incoming customer questions primarily from the phone. You are driven with purpose to resolve solutions and act as a Toast expert to help Toast's customers thrive. You are hungry to learn, deliver a hospitality mindset, and are excited to showcase our rapidly expanding hardware and software suite. To thrive as a Customer Care Specialist at Toast, you are resilient, motivated to deliver high-quality customer interactions, and excel in ambiguous environments.

About this role
  • Deliver a top-tier customer experience through creative problem-solving and consistent probing to craft accurate & timely outcomes for Toast Customers over the phone.
  • Perform troubleshooting and probing analysis with the customer regarding hardware, software, general billing inquiries, payment processing, and networking to guide them through the resolution process.
  • Conduct problem analysis to narrow the scope of issues, discover the root cause of errors, and effectively resolve issues.
  • Update and maintain accurate and detailed records of customer interactions via Salesforce, including the steps taken to resolve issues.
  • Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes, and providing accurate time estimates for next steps.
  • Partner closely with cross-functional teams (Restaurant Success, Onboarding, Sales etc.) to escalate and resolve more complex issues.
  • Take ownership of learning about Toast's ever-growing suite of products to provide the best assistance to our customers.
Do you have the right ingredients?
  • 2+ years of experience in a similar role such as Technical Support or a role responsible for customer satisfaction and championing the customer experience.
  • Success operating independently and navigating competing priorities in a constantly changing environment.
  • Proven track record of success navigating and troubleshooting technical tools, for instance, an Apple laptop and Android-based software + Toast-native hardware.
  • Strong communication, organizational, and influencing skills.
  • Experience answering incoming phone calls and using ticketing systems.
Special Sauce (Non-essential Skills/Nice to Haves)
  • Experience working in the tech industry or for a SaaS company.
  • Open to schedules that may include weekends, holidays, and nights.
  • Possess product knowledge of POS hardware: the function of different devices and how they operate in a restaurant environment.
  • Basic knowledge of Salesforce.
  • Previous chat experience.
  • 40+ Words Per Minute typing speed.
  • Fluency in French would be an advantage.
Our Spread of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters' changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required.

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