TOAST Specialist
Remote

JOB SUMMARY

The TOAST Customer Support Specialist represents the Tax Line of Business and is responsible for managing customer queries and/or issues with our Tax products or services. The goal of this role is to drive long-term scalability and sustainability of the business and to leverage the support talent, professional certifications, and world-class service as a competitive advantage. The ideal candidate needs to be able to remain calm when customers are frustrated and maintain a positive, empathetic, and professional attitude toward customers.

ESSENTIAL DUTIES

• Manages, triages, assigns, and responds promptly on tickets and requests routed to the L3 customer support queue.
• Communicates with customers through various channels, including email, phone, chat, and tickets.
• Keeps detailed record of the customer interaction, including steps taken to try and resolve the issue or fulfill the request.
• Communicates and coordinates with teammates and management, as necessary.
• Writes, publishes, and shares instructional, FAQ and Knowledge Base content for customers who want access to self-help materials, as well as technology focuses troubleshooting/escalation procedural documentation.
• Works with customers until they feel their pain points have been resolved; ensures customer satisfaction and world-class service is always top of mind.

EDUCATION / CERTIFICATION REQUIREMENTS

• Bachelor’s Degree or equivalent work experience
• ITIL 3+ (preferred)

JOB REQUIREMENTS

• 3-4 years of previous experience in a customer support role, preferably within a CPA firm.
• Working knowledge of support function, metrics, processes, systems, and tools for running a world-wide Support organization within the enterprise environment supporting large scale IT shops using ServiceNow.
• Must be capable of dealing confidently and professionally at executive level and with customers.
• Must stay calm when customers are stressed or upset; engage/ escalate to management as needed.
• Prior public accounting experience with mid to large size firm(s) or other professional services experience (preferred).
• Prior management experience working within a national tax role in tax software, processes, or both (preferred).
• Awareness of regulatory requirements (7216 Consent, GLBA, GDPR) and InfoSec policies and procedures (preferred).

SUCCESSFUL CHARACTERISTICS / SKILLS

• Problem-solving experience to assess, analyze, troubleshoot, and resolve issues.
• Analytical skills, attention to detail, and ability to identify trends and patterns, which are the basis for improving operational performance over time.
• Passion for technology and providing exceptional experiences both internally for our employees and externally for clients and prospects.
• Bias to action, and ability to succeed in ambiguity.