So-So job - Technical Support Specialist Toast Inc Employee Review

The product that we were all working to sell, support and work with is sub-par at best. Several outages, red flag software issues and a messy escalation process made Toast hard to like. Billing and deposit errors occur more often than I've ever seen and the front line customer service agents are not given any reasoning for any of the issues that customers need assistance with. The ever-changing and data-driven android platform confused a lot of the team and majority of the client base. A lot of staff in Boston and remotely (Account managers, Sales Representatives and others) rely WAY too heavily on the support team to resolve small issues that are barely technical in nature to the point where it seems like they have never had experience with the product. Many tenured people also are quite rude to new-hires that make minor mistakes. There's quite a large disconnect between the Boston and Omaha offices and since the personal piece of working face-to-face is not there, the contacts are typically short and snippy. Toast was in the process of changing pay processes when I departed but at one point, the pay between agents doing the same job with the same tenure could be from 1-3$ per hour difference. They also have been hiring like CRAZY in technical support and will likely continue due to the complications and issues that the Toast application causes restaurateurs on a daily basis as well as the lack of product training for other teams.