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 [email protected].