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 CrunchTime’s software is used today in over 100,000 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.
We're looking for a highly motivated Support Analyst. Successful candidates may come from either a Software Support background with experience working with Enterprise Software Systems, or with a background as a General Manager in the hospitality industry. The Support Analyst is responsible for responding to Tier 2 level client requests through researching, troubleshooting, and identifying the root cause of software and technical issues for the CrunchTime! Application Suite. An ideal candidate possesses exceptional analytical and problem-solving skills and is able to work independently as well as in collaboration with cross-departmental teams.
What you'll do as a support analyst
- Identify the root cause of application issues using non-technical and technical tools available.
- Prioritize cases and provide timely issue resolution or further escalation ensuring compliance to the SLA.
- Utilize the CRM and to document and track assigned issues
- Assist clients in troubleshooting questions through phone, chat and web support.
- Communicate issue resolution or escalation details to clients to maximize customer satisfaction.
What we're looking for
- BA or BS degree, in either Hospitality or a Technical concentration.
- Experience working with ERP systems; understanding of SaaS architecture
- Able to complete complex data analysis to troubleshoot and diagnose application issues
- Able to work independently and as a team member
- Able to manage time effectively and triage cases in the Support queue to meet SLA targets
- Able to learn new technologies quickly and understand complex problems
- Takes an exhaustive approach to every task; committed to comprehensive and in-depth analysis, planning, and implementation of every work effort
- Able to communicate verbally to technical and non-technical audiences and at all levels of the organization and across client base
Preferred
- Experience with back office systems in the Hospitality Field
- Experience with Point of Sale systems
- Able to create and execute SQL queries
- General Manager or Multi-Unit level experience in Hospitality Industry
What you’ll get
- Great mission-driven team members from diverse backgrounds with a strong company culture
- Competitive pay
- Unlimited PTO
- Paid company holidays
- Yearly team off-sites
- International travel opportunities
- Medical, dental, and vision benefits (FSA, HSA & HRA options)
- Basic & Voluntary Life Insurance
- 401k employer match
- Wellness benefits (Headspace, OneMedical, Omada, Ginger.io, Gympass, Carrot)
- 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
Date Posted
02/14/2023
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