Senior Technical Support Specialist

Boston, MA, US

Job Description / Skills Required

An exciting opportunity exists for an experienced technical product professional in our corporate headquarters located in Boston, Massachusetts.

This is an excellent opportunity for a high-energy, driven, and technically creative individual who loves working with SAAS products. You are a person who loves to tinker with electronics and apps, you are interested in adding value, learning, and growing with the organization. The main objective is to provide advanced diagnosis of customer issues and technical support for our restaurant point of sale (POS) platform ToastTab. The ideal candidate will be a key team member responsible for managing relationships with new and existing customers.

The ideal candidate will be a key team member responsible for managing relationships with new and existing customers. You will manage escalated and advance post-sales technical and application support requests for customers who are using the Toast Point of Sale (POS) Platform. Based on the support ticket trends you have identified, you will also work with development teams to influence product direction as well as work with the Sales team to create and maintain strong relationships with key customers. In addition, you will train and mentor entry-level engineers, and actively promote knowledge-sharing related to Toast Performance and Platform both internally and externally

To accomplish this, you will possess a deep understanding of the organization’s products and services to provide complex technical support to clients via email, phone, or other methods. You will have an aptitude to develop knowledge of concepts, practices, and procedures within a particular field. (Networking, Payments, Operational flow or other and are or can easily become familiar with a variety of the field's concepts, practices, and procedures.)

Key Responsibilities

Provide weekly status reports to your manager and executive level summaries to the Leadership team.
Work with internal points of contact to identify business challenges impacting clients and influence and facilitate the improvement of the systemic cause of the issues.
Work with Customer Support Team to document and standardize Problem Determination Procedures for our knowledge base
Provide relevant feedback to sales, operations, product management, etc. on situations and concepts affecting Toast customers
Manage responsibilities for meeting all internal/external Service Level Agreements and owning the customer experience until resolution
Investigate and troubleshoot our customer's configuration and suggest better ways for them to operate
Anticipate, identify and troubleshoot potential issues with customer’s infrastructure or product-related issues
Troubleshoot network environments, supporting various operating systems, firewalls, routers and proxies
Coordinate with interdepartmental teams to ensure effective resolution of customer escalations, feature requests, and product-related issues
Manage internal communication in critical situations during and outside normal business hours
Present customers with continuous updates and solution within our SLAs and document support tickets for all customer interactions until resolution
Initiate customer interaction regarding new enhancements, product upgrades, and releases
Investigate current business processes to identify problems, complexities, non-value-added steps, and inefficiencies that can be improved
Be the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

Desired Skills

BS/BA or equivalent work experience supporting B2B software
2+ years hospitality experience; Strong knowledge of Point-of-Sale (POS) systems or other hospitality/retail technology
Demonstrated knowledge or familiarity of TCP/IP Networking; Familiarity with multiple Internet Service Provider (ISP) protocols including cable, ADSL, PPPoE, T1, etc.
Familiarity with multiple brands and models of SOHO (small-office/home-office) routers and networking devices
IT Certifications (A+, CSP, MCP, etc.) considered a strong advantage
Ability to work scheduled shifts including day, evening, and overnight shifts

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