Senior Customer Care Tech Specialist at Toast

Chennai, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

0.0

Posted On

18 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Care, Technical Expertise, Problem Solving, Chat Support, Voice Calls, Casework, Communication, Technical Information, Organization, Collaboration, Troubleshooting, Empathy, De-escalation, Prioritization, Adaptability, Learning

Industry

Software Development

Description

Senior Customer Care Tech Specialist Location: Chennai 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. Operational Hours Open to rotational shifts that may include weekends and holidays.You may be required to work in rotating shifts across any 9-hour window within a 24x7 setup. This includes both AM and PM IST shifts, and adaptability to future changes are essential. You will be required to work from the office on all working days during the first six months. Post this period, a hybrid work model (currently three days a week from the office) may be considered, subject to performance and ongoing business needs. As a Customer Care Specialist - Toast Now, you'll be the hero of our customers' day and use your product knowledge and technical expertise to answer questions, solve problems, and deliver exceptional service through chat. Our customers are at the heart of everything we do. You'll use your problem-solving skills and friendly approach to craft solutions that leave them happy. With an unwavering commitment to learning and a hospitality-focused mindset, you're eager to showcase our ever-expanding suite of hardware and software offerings. To thrive as a Tech Support Specialist for ToastNow, you are resilient, motivated to deliver high-quality customer interactions, and excel in ambiguous environments. As a Customer Care Specialist, you will: (Responsibilities) Leverage your Toast product knowledge and customer service skills to answer Toast customer chats, voice calls, and casework. Write clear, concise, and professional messages that ensure customers understand exactly what's going on. Ability to communicate complex technical information efficiently. Expertly balance business applications and customer chats staying organized and meeting deadlines. Collaboration is key! Work seamlessly with your colleagues to ensure every customer gets the support they need. Expand your knowledge of Toast’s hardware and software weekly through professional development time, training, knowledgebase articles, and the experience gained from performing the role. Conduct Toast procedures to escalate and coordinate the customer response per Toast values. Requirements: A minimum of 3 year Bachelor’s degree in any area, or any other related discipline. 2-4 years of experience in a customer support role, troubleshooting software and/or hardware issues. Strong English language proficiency - need the ability to understand complex issues and communicate clearly with customers using restaurant industry jargon. Strong written communication and typing skills. Ability to operate in an ambiguous environment, troubleshooting unique issues that involve a complex set of configurations that require thorough investigation. Strong customer service mindset - the ability to empathize, problem solve collaboratively, de-escalate, and deliver a superior experience to our customers. You can handle your workload and prioritize tasks effectively, even when things get busy. You enjoy collaborating with others and fostering a positive work environment! Nice to Haves: Experience answering incoming Chats and ticketing systems Experience working in the tech industry or for a SaaS company We are Toasters: Diversity, Equity, and Inclusion is Baked into our Recipe for Success. At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds. The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals. Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Responsibilities

The specialist will leverage product knowledge and customer service skills to answer customer inquiries via chat, voice calls, and casework, ensuring clear and professional written communication. They must also collaborate seamlessly with colleagues and expand their knowledge of Toast's hardware and software offerings through continuous professional development.