Requirements
Fluent / Bilingual in French and English
2+ years experience in Customer/Technical Support or a closely related field
Previous experience working with API's and Integrations
Excellent verbal and written communication skills
Proficient in system troubleshooting and analysis
Passion for customer and vendor support
Ability to work scheduled shifts including day, evening and weekends
What the job involves
The API Integrations Expert is an Associate level, salaried position that will contribute to the success of the Toast Customer Care Integrations team
As an API Integrations Expert, you will assess customer needs, manage expectations, and respond effectively to resolve escalations quickly
The ideal candidate will be responsible for managing relationships with new and existing partners and customers
You will manage escalated technical and application support requests for customers who are using Toast Integrations and Toast APIs
Primary support and point of contact for post-integration vendor issues and support for vendors/customers experiencing problems with integrations
Accepting direct customer calls, quickly identify problems, set expectations and resolve whenever possible
Perform basic troubleshooting of integration issues by becoming proficient in Toast systems and tools such as Splunk and Postman
Present customers and vendors with continuous updates and solutions within our SLAs and document support tickets, while also knowing when to appropriately elevate to Senior API Integrations Experts
Be the voice of the customer and vendor, and collect feedback to drive continuous improvement across all areas including product
Relentlessly pursue customer satisfaction, every interaction is an opportunity to delight our customers
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