Technical Support Expert - Guest Services at Toast

📍 Job Overview

Job Title: Technical Support Expert - Guest Services
Company: Toast
Location: Omaha, NE
Job Type: Hybrid (2 days in office per week)
Category: Customer Support & Services
Date Posted: June 25, 2025
Experience Level: 2-5 years
Remote Status: On-site (12-week training in Omaha, NE office)

🚀 Role Summary

Deliver exceptional customer support for Toast's restaurant technology platform
Resolve complex technical issues and provide creative solutions over the phone
Collaborate with cross-functional teams to improve customer programs and processes
Thrive in escalated situations and excel in ambiguous environments

📝 Enhancement Note: This role requires strong problem-solving skills, adaptability, and the ability to work effectively with customers and internal teams in a dynamic environment.

💻 Primary Responsibilities

Customer Interaction: Deliver top-tier customer support by crafting accurate and timely outcomes for Toast customers through creative problem-solving and consistent probing.
Technical Troubleshooting: Understand technology issues by asking questions, listening, and providing accurate time estimates for next steps.
Escalation Management: Communicate and collaborate effectively with escalated customers, using de-escalation techniques to resolve complex customer inquiries and increase customer satisfaction.
Device Setup & Troubleshooting: Help set up and troubleshoot technology devices for customers.
Process Improvement: Collaborate with internal team members and actively participate in meetings and 1:1 training to ensure a great customer experience. Support the business by recommending process improvements to management toward advancing customer programs.

🎓 Skills & Qualifications

Education: Bachelor's degree in a related field or equivalent experience

Experience: 2+ years of experience in a role responsible for customer satisfaction or 1+ year working in a customer support role providing technical troubleshooting and solving difficult problems

Required Skills:

Strong verbal and written communication skills
Organizational and influencing skills
Ability to navigate competing priorities in a constantly changing environment
Experience with root cause analysis
Proven track record of success navigating and troubleshooting technical tools

Preferred Skills:

1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
Experience answering incoming phone calls and ticketing systems
Experience working in the tech industry or for a SaaS company
Open to schedules that may include weekends, holidays, and nights

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $25 per hour

Benefits:

Competitive compensation and benefits programs
Flexible work arrangements
Comprehensive benefits package, including health, dental, and vision insurance, 401(k) with company match, and paid time off

Working Hours: Open availability, including weekends, holidays, and nights. Assigned schedules could range from Monday - Sunday (6am - 1am CST).

🎯 Team & Company Context

Company Culture: 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. Toast values customer champions who thrive in escalated situations and excel in ambiguous environments.

Team Structure: The Customer Care team is responsible for delivering exceptional customer support and driving specialty support with measured success based on productivity and customer satisfaction KPIs. The team partners with leadership and cross-functional teams across the company.

Development Methodology: Toast uses a customer-centric approach to support and resolve technical issues. The team follows a structured process for handling customer inquiries, focusing on empathy, good judgment, and a consultative approach.

Company Website: toasttab.com

📝 Enhancement Note: Toast's company culture emphasizes customer focus, adaptability, and collaboration. The Customer Care team works closely with various departments to ensure customer satisfaction and improve processes.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level to mid-level position in the customer support field, focusing on technical troubleshooting and customer satisfaction.

Reporting Structure: The Technical Support Expert - Guest Services reports directly to the Customer Care Manager.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of Toast's restaurant technology platform. The Technical Support Expert - Guest Services contributes to process improvements and drives specialty support with measured success based on productivity and customer satisfaction KPIs.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities for advancement within the Customer Care team or other departments within Toast.
Skill Development: This role offers the opportunity to develop and enhance technical troubleshooting, customer service, and communication skills.

📝 Enhancement Note: While this role does not directly involve web development or server administration, it provides valuable experience in customer support, technical troubleshooting, and process improvement, which can be beneficial for career growth in related fields.

🌐 Work Environment

Office Type: Hybrid - 2 days in office per week (post-training)

Office Location(s): 1926 S 67th St, Suite 200, Omaha NE 68106

Workspace Context:

Collaborative workspace with a focus on customer support and technical troubleshooting
Access to necessary tools and resources for handling customer inquiries and troubleshooting technical issues
Opportunities for cross-functional collaboration with various departments within Toast

Work Schedule: Open availability, including weekends, holidays, and nights. Assigned schedules could range from Monday - Sunday (6am - 1am CST).

📝 Enhancement Note: The hybrid work arrangement allows for flexibility while ensuring on-site presence for training and collaboration with the team.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss the role, qualifications, and expectations.
Behavioral Interview: A more in-depth conversation focusing on problem-solving skills, customer service experience, and adaptability.
Role-Play Scenario: A simulation of handling a complex customer inquiry to assess communication, problem-solving, and de-escalation skills.
Final Interview: A meeting with the hiring manager to discuss fit, expectations, and next steps.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: Customer Support, Technical Troubleshooting, Customer Satisfaction, Problem Solving, Communication, Adaptability, Customer Experience, Process Improvement, Customer Care, Customer Service, Technical Support, Escalation Management, Customer Champion, Customer-Centric, Customer Focus, Customer Satisfaction KPIs, Customer Programs, Cross-Functional Teams, Collaboration, Customer Care Manager

📝 Enhancement Note: While this role does not involve web development or server administration, demonstrating strong problem-solving skills, adaptability, and customer service experience can be beneficial for the application process.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values: (N/A for this role)

Collaboration Style:

Cross-Functional Integration: The Customer Care team works closely with various departments, including product, engineering, and sales, to ensure customer satisfaction and improve processes.
Code Review Culture: Not applicable to this role
Knowledge Sharing: The team encourages knowledge sharing and continuous learning to improve customer support and technical troubleshooting skills.

📝 Enhancement Note: While this role does not involve web development, the collaborative nature of the Customer Care team and cross-functional integration can provide valuable experience for career growth in related fields.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Escalated Customer Inquiries: Handling complex and nuanced customer issues, requiring strong problem-solving skills and adaptability.
Technical Tool Proficiency: Navigating and troubleshooting various technical tools, including Apple laptops, Android-based software, and Toast hardware.
Process Improvement: Identifying and implementing process improvements to enhance customer programs and support.

Learning & Development Opportunities:

Training & Development: Toast offers training and development opportunities to enhance technical troubleshooting, customer service, and communication skills.
Conference Attendance: Toast may provide opportunities for conference attendance and certification to advance knowledge and skills.
Mentorship & Leadership Development: With experience and strong performance, there may be opportunities for mentorship and leadership development within the Customer Care team or other departments within Toast.

📝 Enhancement Note: While this role does not involve web development, the challenges and growth opportunities can provide valuable experience and skills transferable to related fields.

💡 Interview Preparation

Technical Questions: (N/A for this role)

Company & Culture Questions:

Customer Focus: How do you ensure customer satisfaction and deliver exceptional customer support in challenging situations?
Adaptability: Can you describe a time when you had to adapt to a significant change or unexpected situation in a customer support role?
Teamwork: How have you collaborated with cross-functional teams to improve customer programs and processes in a previous role?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: To prepare for the interview, focus on demonstrating strong problem-solving skills, adaptability, and customer service experience. Research Toast's company culture and customer-centric approach to show a strong fit for the role.

📌 Application Steps

To apply for this Technical Support Expert - Guest Services position:

Submit your application through the application link provided.
Customize your resume and cover letter to highlight your customer support experience, problem-solving skills, and adaptability.
Prepare for the phone screen, behavioral interview, role-play scenario, and final interview by practicing common customer support scenarios and demonstrating your customer service skills.
Research Toast's company culture and customer-centric approach to show a strong fit for the role and prepare thoughtful questions for the interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Expert - Guest Services