Support Analyst - Integrations & Analytics
$65k - $75k USD
Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.
About the role
As a Customer Support Analyst, you will be a key part of making sure that we can keep delivering high-quality support to our customers. You will be able to explore new technology and develop processes to help other team members, grow within our company and make a huge impact from day one.
What you’ll do as a Technical Customer Support Analyst
- Help customers solve problems in the CrunchTime platform
- Use internal tools to troubleshoot trouble tickets
- Analyze data discrepancies between multiple tools to confirm accuracy based on customer inquiries and reassure the customer that data displayed is accurate.
- Collaborate with a global team to deliver the ultimate customer experience
- Support Sales/Success teams with account management and technical support
- Be a voice of the customer, helping our product and engineering teams better understand our customers' needs
- Sympathize with the customer’s situation and take pride in finding them a resolution on tickets submitted.
What we’re looking for
- 1-2 years of remote application support experience
- 2-4 years of customer-facing experience in any industry, but hospitality industry is preferable.
- Excellent interpersonal and communication skills (written and verbal)
- Bachelors Degree
- Able to work in a fast paced environment with multiple competing priorities
- Ability to prioritize tasks independently based on understanding business impact for the customer
- Some SQL knowledge and ability to write/execute multi-table queries
- Prior experience with POS systems i.e. Toast, Aloha, Brink and/or Simphony
Nice to haves
- 1-2 years of remote application support experience
- 2-4 years of customer-facing experience in any industry, but hospitality industry is preferable.
- Excellent interpersonal and communication skills (written and verbal)
- Bachelors Degree
- Able to work in a fast paced environment with multiple competing priorities
- Ability to prioritize tasks independently based on understanding business impact for the customer
- Some SQL knowledge and ability to write/execute multi-table queries
- Prior experience with POS systems i.e. Toast, Aloha, Brink and/or Simphony
What you’ll get
- Great mission-driven team members from diverse backgrounds with a strong company culture
- Competitive pay
- Flexible PTO
- Paid company holidays
- Yearly team off-sites
- Medical, dental, and vision benefits (FSA, HSA & HRA options)
- Basic & Voluntary Life Insurance
- 401k employer match
- Wellness benefits
- Commuter benefits
- Work in an open environment on solutions that are reshaping the way businesses operate
- Fun team events
- Ability to have a big impact
- 10 weeks of paid parental leave
- Fitness reimbursement
- Learning & development funds
Essential Physical & Mental Requirements
- Prolonged periods of sitting at a desk
- Prolonged periods of typing and working at a computer
- Ability to listen and speak over the phone or Zoom calls
- High level of mental concentration and focus
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Compensation
The annual base compensation range for this position is $65,000 - $75,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $69,875 - $80,625.
Actual compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualifications, education, experience, and location. Crunchtime has a location-based compensation system, so someone doing the same job in a different city might have a different pay range.
Accessibility Accommodation Statement
Crunchtime complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact recruiting@crunchtime.com.
Equal Employment Opportunity Statement
At Crunchtime, we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic.
We have an inclusive and diverse workplace where every team member is respected and valued. As a global software development company, we believe that our diverse employee population enriches our work environment.
Join us in our mission to provide the best software solutions to the food industry. We encourage you to apply regardless of your background or experience; even if you don’t meet all the qualifications, because we believe unique experiences and perspectives make us a stronger team.