Customer Support - Live Chat Consultant

Job Description  - Customer Support Chat Consultant

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

"As a Chat Customer Support Consultant you will serve as the point of contact for our Toast customers both as they go through the implementation of their products and post live support. You are expected to work autonomously under your Onboarding Manager to achieve high customer satisfaction ratings, best in class first response rates and resolve customer queries. To thrive as an Chat Customer Support Consultant at Toast, you are flexible, motivated by learning new skills/knowledge, and excel in ambiguous environments!"

Description 

We are looking for Chat Consultant to resolve Customer Queries, proactively engage with the Customers effectively in our Xtrachef by Toast application throughout the US.

Training will be provided on our software and its functionality! 

Role 

• Handling customer queries on Web Chat, E-mails 
• Work on assigned tasks and priorities assigned by Shift primary/ Support leads. 
• Analyse/Understand the Software Product and reply with helpful responses in the live chat. 
• Promptly respond to the Customer on time  
• Ensure the best standards in delighting the customer.
• Educate current and potential customers with product and service information.
• Identify and escalate priority issues to the Team Leader
• Actively participate in team meetings
• Achieve best in class First-Time-Resolution rates and turnaround time for customer needs.
• Ensure shift handover process followed and necessary details handed over to next shift Consultant with all critical points documented. 
• The team will also ensure customer satisfaction / experience is and stays on priority.

Skill Set 

• 3 - 6 years of experience in a professional customer service environment, serving external customers / end users. 
• Should be willing to work in Night Shift / US Shift (06:30 PM - 04:00AM ) with fixed week off. 
• Determine, review criticality, and help the customer with meaningful responses. 
• Guide clients to use self-help resources. 
• Support Customers to answer queries, locate information and review technical requirements. 
• Record issues and solutions to troubleshoot guides. 
• Support new personnel in software, programs, and operational instructions. 
• Record customer change requests and technical requirements. 
• Guide Software development team in understanding the issue raised by the client. 
• Strong analytical and problem-solving skills and Excellent verbal and written communication skills with Proficiency in MS Office Suite. 
• Must be a quick learner with good analytical skills. 
• Should be a Self-starter with excellent interpersonal skills. 
• Should be willing to work in Night Shift with rotational weekly off. 
• Good oral and written communication is required.