Customer Support Specialist

The Customer Support Specialist will be responsible for overseeing and maintaining all of Toastique’s technology systems – including but not limited to, point of sale system, third party integration, online ordering/application development, loyalty program, website and asset management, etc. The Customer Support Specialist will also be the main point of contact for Toastique Franchisees to provide IT assistance as needed.

The Customer Support Specialist will work at the Union Market Office (325 Morse St NE) Monday thru Friday. Flexability to work weekends is a requirement.

Responsibilities:

• Manage day-to-day IT operations, including troubleshooting technical issues, resolving user problems, and ensuring high availability and performance of IT systems
• Be the first line of communication for any IT related issues (corporate and franchisees)
• Maintain and respond in a timely manner to all IT Request Form submissions
• Develop and implement IT policies, procedures, and best practices to optimize efficiency, reliability, and scalability
• Identifies trends in any technology issues, initatives and improvements to make IT seamless.
• Generating bi-weekly reports summarizing guest issues for management review for both corporate and franchises.
• Proficiently addressing and resolving any guest concerns related to our loyatly program, third-party vendors, gift cards, and in store experience.
• Work with the Marketing and Branding team to ensure campaigns are rolled out successfully via our app/website/loyalty program
• Manage the development of our in house application – including researching, interviewing, and hiring 3rd party vendors as necessary
• Manage the development and revamp of our company website – including researching, interviewing, and hiring 3 party vendors as necessary

Requirements:

• 3+ years experience preferred as an IT manager or similar role, with a proven track record of success
• Proficient in the Google Suite, Microsoft Office, and all 3rd Party Delivery Applications
• 2+ years in a customer services operations-oriented role within the hospitality industry
• Ability to navigate complex situations and settle disputes equitably.
• Strong written and verbal communication skills, with the ability to effectively interact with stakeholders at all levels of the organization.