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 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 Support Analyst

Help customers solve problems in the Crunchtime platform.
Use internal tools to troubleshoot customer tickets within our Labor and Inventory product suites including Net-Chef, Enterprise Manager Web, Teamworx, Mobile Teamworx, and Mobile Inventory.
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 the hospitality industry is preferable.
Excellent interpersonal and communication skills (written and verbal)
Bachelors Degree
Technical background (Above average competency in computers, communication programs, Bluetooth, tablets, phones, and internal tools)
Able to work in high stress environment with multiple competing priorities
Ability to prioritize tasks independently based on understanding business impact for the customer
Availability to work 9am - 5pm PST

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
SQL knowledge
Able to troubleshoot networking and communication protocols
Experience supporting restaurant, convenience store, or grocery industry verticals
Familiarity with common Inventory and Labor management tools and reports such as P&Ls, Labor Productivity, Sales Forecasting & Staffing Level Templates, and Labor Rules.

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].

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.

Support Analyst

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