Support Analyst

| Greater Boston Area

CrunchTime! (www.crunchtime.com), the leading enterprise restaurant management platform, is experiencing record sales growth and is seeking new team members across the organization who share our passion for restaurants and technology.

Back in 1995, when we created the first web-based restaurant back office system, the cloud certainly wasn’t the buzzword it is today. Since then, the world's best brands representing tens of thousands of restaurants have chosen CrunchTime as their integrated back office solution and is now considered the industry gold-standard.

We're looking for highly motivated Support Analysts. 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.

Your Responsibilities:

  • 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.

Skills & Requirements:

  • 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

Enjoy Excellent Benefits:

CrunchTime team members enjoy a competitive salary and access to a progressive benefits program which includes the following:

  • Health and dental insurance and vision plan
  • Disability, life and AD&D insurance
  • Flexible spending accounts for dependent and medical care
  • Generous paid time off plan
  • 401K plan with employer match
  • Employee Assistance Program (EAP)
  • Educational assistance for approved courses
  • Commuter benefits, including parking reimbursement
  • Friday lunch spread catered from Boston's top restaurants
  • Bagel Tuesday's provided from Bruegger's
  • Thirsty Thursday's featuring the best local craft brews and ales
  • Stocked coffee from Starbucks, Caribou, Dunkin' Donuts, plus Bevi sparkling water
  • Generous employee referral bonus
  • Standing desk option
  • Monthly local community volunteer programs
Read Full Job Description

Location

We're in the West End - near the Celtics, Bruins, and only a 2-min walk from North Station and the Haymarket T. Big things are happening around here!

An Insider's view of CrunchTime!

What are some social events your company does?

Did we say we like food? Every Friday we have a huge lunch spread from one of Boston's best lunch places - and it's always something different. Tuesdays are for hot bagels and muffins. "Thursty Thursdays" feature the finest local craft brews we can get our hands on. There's even a Bevi and all the Caribou, Dunkin' and Starbucks you can drink.

Paul

Sales and Marketing

What does your typical day look like?

As an implementation lead, when I am on the road, I spend my day onsite with the client at their corporate offices guiding them through the process of integrating CrunchTime into their business model. One of the most interesting aspects of my job is learning our client’s business needs and helping them configure our application to meet those needs.

Melissa

Deployment Manager

How has your career grown since starting at the company?

Coming from the restaurant industry, I'm especially proud to work for this company. As a Product Specialist, I'm always being challenged to learn and develop new ways to use the applications to fit how our Restaurant and Cruise customers need to run their business. Every day is different!"

Missy

Product Specialist

What are some things you learned at the company?

So, so much. One of my biggest takeaways would be the creative solutions to exciting, outside-the-box challenges. I've had the opportunity to work in three different positions at CrunchTime! in the past three years, and with dozens of teammates who each bring their own experiences, ideas, and passion to the table to help create these solutions.

Justin

Assoc. Business Analyst

What are CrunchTime! Perks + Benefits

Culture
Volunteer in local community
We donate our food and labor operations software to The Pine Street Inn and work with the NECHV, Mass General Blood Donation Center and Community Servings.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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