Customer Care Expert, Enterprise

<p><strong>Customer Care Expert - Enterprise</strong></p> <p><strong>Start Date: October 19th - </strong><span style="font-weight: 400;">Training is 8-10 weeks on-site in the Omaha, NE office. There is no PTO allowed during training.&nbsp;</span></p> <p><strong>Location: Omaha, NE Office - </strong><span style="font-weight: 400;">1926 S 67th St, Suite 200, Omaha NE 68106. <strong>You will be expected to be in office 2 days a week, post training.&nbsp;</strong></span></p> <p>&nbsp;</p> <p>Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.</p> <p><strong><em>A day in the life</em></strong></p> <p>The Toast Enterprise Support team delivers advanced, omnichannel technical support to our most complex enterprise clients — corporate restaurant brands, national franchises, and international locations. As an Enterprise Support Expert, you'll resolve highly complex, high-risk technical issues across a broad and varied product landscape, manage demanding enterprise stakeholders, and bring order to a fast-paced, ambiguous environment — all while fielding incoming questions across phone, chat, and email.</p> <p><strong><em>What you’ll do (Responsibilities)&nbsp;</em></strong></p> <ul> <li>Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across a wide range of Toast products for our Enterprise customers.</li> <li>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.</li> <li>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.</li> <li>Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization.</li> <li>Communicate clearly across audiences — from front-of-house restaurant staff to corporate IT contacts — translating technical issues into actionable guidance.</li> <li>Support de-escalation of difficult customer situations, bringing in your manager or a senior teammate on high-stakes, financially impacted, or executive-level cases.</li> <li>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.</li> <li>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.</li> </ul> <p><strong><em>What you’ll need to thrive (Requirements)</em></strong></p> <ul> <li>2-4 years of experience in a Technical Support role responsible for customer satisfaction and championing the customer experience.</li> <li>Ability to quickly learn Toast's product suite, with the ability to apply that knowledge across a wide range of technical issues.</li> <li>Comfortable spotting less-obvious solutions to moderately difficult problems, and knowing when to escalate issues that fall outside established documentation or SOPs.</li> <li>Solid foundational understanding of how software, hardware, and networks interact, with a track record of picking up new technical skills on the job.</li> <li>Good communication and organizational skills, with the ability to flex between front-line restaurant staff and business stakeholders.</li> <li>Experience managing multichannel (phone, chat, email) support.</li> <li>Works well with general instruction on new or unfamiliar assignments, and normally needs little day-to-day direction on established work.</li> </ul> <p><strong>What will help you stand out (Nonessential Skills/Nice to Haves)</strong></p> <ul> <li>Business to business technical