Support Analyst at Crunchtime in Remote

Summary: Crunchtime is a global software development company that provides platforms for restaurant brands to manage operations effectively. As a Support Analyst, you will play a crucial role in delivering high-quality support to customers by troubleshooting issues and collaborating with internal teams to enhance customer experiences. Responsibilities: - 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 Required Qualifications: - 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 - SQL knowledge - Availability to work 9am - 5pm PST Preferred Qualifications: - 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 - 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 - Ability to translate complex business logic (e.g., labor laws, OT calculations) into technical requirements Required Skills: Application support experience, SQL knowledge Important Skills: Technical background, Customer-facing experience Nice-to-Have Skills: prioritize tasks, Troubleshooting skills, Jira, Zendesk Benefits: Flexible PTO, Paid company holidays, Medical, dental, and vision benefits (FSA, HSA & HRA options), Basic & Voluntary Life Insurance, 401k employer match, Wellness benefits, Commuter benefits, 10 weeks of paid parental leave, Fitness reimbursement, Learning & development funds