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Call Center Agent - Device Troubleshooting



Customer Service
Omaha, NE, USA
Posted on Friday, January 26, 2024

Call Center Agent - Device Troubleshooting

Start Date: 03/11 Class - Training is 7 weeks on-site in the Omaha, NE office. There is no PTO allowed during training.

Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106. You will be expected to be in office up to 3 days a week, post training.

Hourly Rate: $22 per hour

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.

Bready* to make a change?

As a Customer Care Specialist, you will provide a world-class experience to our Toast Customers through answering incoming customer questions from multiple channels including phone, chat, and email. 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.

The Device campaign at Toast helps our restaurant customers from the call center with our cloud-based system to ensure the clients functionality, security and PCI compliance. The team resolves immediate concerns, identifies potential issues, and provides customized configuration recommendations.

About this roll* (Responsibilities)

  • Leverage your Toast product knowledge and customer service skills to answer incoming calls, chats and/or casework from Toast Customers
  • Deliver a top tier customer experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers

Conduct Toast procedures to escalate and coordinate the customer response in accordance with Toast values

  • Expand your knowledge of Toast’s hardware and software weekly through professional development time, trainings, knowledgebase articles, and the experience gained from performing the roll
  • Provide solutions for restaurant operators with network and hardware issues such as configuring ISPs, Meraki router appliances, DHCP and wireless coverage
  • Document steps to resolutions, escalations, identify problem areas and opportunities, research and deliver solutions to enhance the quality of service
  • Advise on value added features and benefits of compatible products as appropriate

Do you have the right ingredients* (Requirements) ?

  • 1+ years of experience in 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 hardwired and wireless devices supporting a Point of Sale system (Routers, Switches, Printers)
  • Strong communication, organizational, and influencing skills

Special Sauce* (Non-essential Skills/Nice to Haves)

  • Experience with Apple Laptop, Salesforce, Five9, Meraki Dashboards, or Slack
  • Comprehensive knowledge of WAN, LAN, and WLAN technologies and theories
  • Experience answering incoming phone calls and ticketing systems
  • Experience working in the tech industry or for a SaaS company
  • Open to schedules that include weekends, holidays and nights

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

*Bread puns encouraged but not required

The starting pay rate for this role is below. Please note, there is not a range for this role, the number listed below is the rate.
Pay Rate
$22$22 USD

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.

Bready* to make a change? Apply today!