Toast
We power successful restaurants.
Boston, MA

Software Configuration Analyst - Boston, MA

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We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive. 

Bready* to make a change?

The software configuration analyst role’s primary function is to oversee and address the gift card/loyalty import & trouble-shooting cases across various communication paths. In addition, the software configuration analyst will work with their fellow team members and manager to consistently create and improve training materials and documentation for gift cards and loyalty. He/she will also analyze liability reports. The goal of this role is to resolve the import/ troubleshooting cases in the queue, while providing product-based solutions and maintaining strong cross functional and customer relationships.

About this roll*: 

  • Identify and resolve queue issues and requests in an efficient and timely manner
  • Import, analyze and adjust liability reports and customer data to best integrate with Toast functionality
  • Troubleshoot and analyze Gift Card/Loyalty issues using backend data, SQL database, and SumoLogic analytics tools
  • Ability to manage directly assigned tasks and on-call duties gracefully
  • Communicating on a consistent basis to cross functional teams including Project Resources, Restaurant Success Managers, Remote and Field Implementation Engineers, and Toast Support Representatives regarding update and in relation to specific cases pertaining to those parties
  • Assist in establishing, maintaining, and distributing process/training documentation and training sessions around the Gift Card and Loyalty processes to all levels of Toast employees. This would include Gift Card/Loyalty Import Guidelines and Swipe Testing Guide.
  •  Conduct and create Salesforce reporting around gift card/loyalty metrics
  • Partner with technical and operational teams including Red Flag, Product, Engineering, Legal, Services, Support and Sales to gather and provide insights for accounts and process improvements.

Do you have the right ingredients*

  • BS/BA with 1-2 years of experience
  • Ability to work both independently and within a collaborative team environment
  • Extreme attention to detail
  • Confidence prioritizing and making time sensitive decisions
  • Experience in a customer facing capacity
  • Ability to work effectively in a dynamic, changing environment and to adapt while focusing on key goals and objectives
  • Experience in using data and analytics to identify opportunities for process automation improvements
  • Strong proficiency in Microsoft Excel
  • Experience with SQL, SumoLogic and Salesforce dashboard & reports preferred
  • Strong leadership, teamwork, communication & cross-group collaboration skills

*Bread puns encouraged but not required

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What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
We have 14 employee resource groups, known as Toast Communities, dedicated to empowering employees.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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