Technical Customer Support Analyst Integrations & Analytics

Crunchtime; Watford; Remote; GBP 30,000 - 46,000; Full time

Job summary

A global software development company is seeking a Technical Customer Support Analyst to provide high-quality support to customers. The role involves troubleshooting the CrunchTime platform, collaborating with teams globally, and improving processes. Candidates should have 1-2 years of application support experience and excellent communication skills. This full-time position offers perks such as a learning stipend and medical insurance.

Benefits

Learning and development stipend

Gym allowance

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.
• Ability to prioritize tasks independently.

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 and communication skills

Remote application support experience

Education

Bachelor's Degree

Tools

Jira

Zendesk

SQL

Job description

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 Crunchtimes software is used today in over 150000 locations across 100 countries by the worlds top restaurant and foodservice operators. Customers including Chipotle Culvers Dominos Dunkin Five Guys and P.F. Changs 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 Technical 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 customers 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 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 dont meet all the qualifications because we believe unique experiences and perspectives make us a stronger team.

Employment Type: Full Time

Vacancy: 1