We are a rapidly growing company that’s revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver unique guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.
Job Overview:
As a Helpdesk Analyst, you will provide 1st and 2nd level support to all staff members/internal employees of Toast. You will focus on supporting a primarily Mac OS-focused environment, as well as a small fleet of Windows computers. You will also work on revising and improving systems, processes, and documents in a fast-paced environment with a continuously evolving toolset. The successful candidate must provide world-class customer service and technical support in a timely manner by proactively taking ownership of requests/incidents, utilizing their technical knowledge, resulting in resolution, delegation, or coordination of efforts with IT management.
What you will do:
Identify and diagnose issues and problems
Categorize and record reported queries and provide solutions in a timely manner
Configure computers, create accounts and facilitate IT training to new Toast employees
Create, document, and modify technical solutions, processes, and procedures
Field and log multi-channel technical requests & issues
Advise users on the appropriate course of action
Monitor issues from start to resolution
Troubleshoot various SaaS Systems
Work on an after-hours support rotation (additional compensation provided)
Install and configure new hardware, software, and peripherals
Escalate, if needed, unresolved problems to a higher level of support
Do you have the right ingredients?
1-2 years of customer service experience
1-2 years of Hardware/Desktop support
Curiosity and enthusiasm for new technology
Personable, Friendly, and Outgoing – a people person that loves helping customers
Proven ability to multitask and change priorities as needed
Excellent communication skills; both written and verbal
Adaptable – With Toast’s hyper-growth you must be flexible to the changing landscape
Bonus ingredients:
1-2 years of technical support experience in a fast-paced environment
Experience in supporting Mac OS and Windows OS
Experience with Google Admin & Google Suite
Experience with a ServiceNow or other ITIL-focused ticketing systems
Previous experience with any of the following SaaS: Office 365, Okta, Slack, Zoom Jamf, or KACE
Basic networking experience (Meraki, TCP/IP, LAN, WAN, etc.)
Technical writing experience
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!
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 [email protected].
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