Field Service Associate
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Collaborate with customer who is live with Toast to schedule and complete remote menu and inventory requests. Toast modules such as (but not limited to) online ordering, inventory, and kiosk may also require attention.
- Set and, at times, re-set expectations with the customer on the remediation process itself along with providing excellent customer service support
- Ensure customer satisfaction through follow up support calls, as needed.
- Record timing and accurate records of all support calls to ensure proper charges to customers.
- Generate and keep track of customer billings for menu and inventory support
- Assist and collaborate with Field Service Coordinator when needed
Supervisory Responsibility:
No direct supervisory duties, though at times, this role directs and guides other Menu team members’ success.
Work Environment:
This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, specific dedicated Toast POS hardware equipment. This role works closely with Services, Support, Account Management, and Sales teams. Must have the ability to work with minimal supervision. Must be comfortable working in an entrepreneurial environment, with a self-directed attitude and work ethic.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Expected Hours of Work:
This position regularly requires long hours and, at times, weekend work.
Travel:
10-20% travel, primarily local during the business day, although some projects may require more out-of-the-area and overnight travel.
Required Education & Experience:
- Minimum 1 year of experience in a customer support or software configuration role
- Technical service scheduling experience a plus
- Excellent customer service skills required
- Superior telephone and listening skills
- Exceptional follow up and problem-solving skills
- Proficient computer skills
- Ability to multi-task in a high-paced environment while delivering an outstanding customer experience
- Demonstrate attention to detail and strong organization skills
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.