Customer Support Analyst - Integrations & Analytics

Zenput; Watford; Remote; GBP 30,000 - 40,000; Full time

Job summary

A global software company is seeking a Customer Support Analyst to ensure high-quality support for customers using the CrunchTime platform. The ideal candidate has experience in remote application support and a strong customer service background, preferably in the hospitality industry. Responsibilities include troubleshooting, data analysis, and collaborating with a global team. This role offers competitive benefits including a learning stipend and gym allowance.

Benefits

Learning and development stipend: $1500 USD annually

Gym allowance: $25 USD monthly

Medical and Life Insurance

Parental leave for 10 weeks fully paid

Paid holidays & statutory PTO

Retirement Savings Plan

Dental Insurance

Qualifications

• 1-2 years of remote application support experience.
• 2-4 years of customer-facing experience, preferably in hospitality.
• Able to work in a fast-paced environment with competing priorities.

Responsibilities

• Help customers solve problems in the CrunchTime platform.
• Use internal tools to troubleshoot trouble tickets.
• Collaborate with a global team to deliver the ultimate customer experience.

Skills

Customer-facing experience

Interpersonal skills

Communication skills

Remote application support experience

Problem-solving

Education

Bachelor's Degree

Tools

POS systems

Jira

Zendesk

SQL

Job description

Overview

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.

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 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
• Prior experience with POS systems i.e. Toast, Aloha, Brink and/or Simphony

Nice to haves

• Experience working with a distributed/remote team
• Successful track record collaborating cross-functionally across internal teams (Sales, Success, Product, Engineering, Marketing, Finance) to solve customer problems
• Experience with Jira and Zendesk
• Some SQL knowledge and ability to write/execute multi-table queries
• Prior experience working with CIS systems like Netsuite, Workday, or Quickbooks
• An understanding of Snowflakecloud-based data platform
• Able to troubleshoot networking and communication protocols
• Experience supporting restaurant, convenience store, or grocery industry verticals
• A conceptual understanding of what an API is and its role in connecting different software

What you’ll get

• Learning and development stipend: $1500 USD annually
• Gym allowance: $25 USD monthly
• Medical and Life Insurance
• Parental leave for 10 weeks fully paid
• Paid holidays & statutory PTO
• Retirement Savings Plan
• Dental Insurance

Equal Employment Opportunity

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.