Support Analyst

| Boston

CrunchTime! Information Systems (www.crunchtime.com) is experiencing record growth and is looking for high-energy professionals who can enhance our organization and contribute to the evolution of our suite of world-class enterprise management products. If you possess the skills and the desire to be part of a team dedicated to industry leadership, we'd like to hear from you.

CrunchTime is looking for a highly motivated Support Analyst with experience working with enterprise software systems and General Manager level hospitality experience. The Support Analyst is responsible for responding to requests from Tier 2 (Customer Support) to research, troubleshoot, and identify root cause of 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.

Responsibilities:

  • Research CrunchTime! within the Support Department within CrunchTime's CRM tools.
  • Prioritize cases and provide timely issue resolution or further escalation, following CrunchTime's case management standards.
  • Utilize CrunchTime's CRM and project management tools to document and track assigned issues
  • Ability to assist clients in troubleshooting questions in back office systems.
  • Communicate to clients with resolution or escalation details as to how to expedite issues that have been reported by the client.

Skills & Requirements:

  • BA or BS degree preferred, in either Hospitality or Technical concentrations.
  • Experience with back office systems in the Hospitality Field is a plus
  • General Manager or Multi-Unit level experience in Hospitality Industry
  • Experience working with ERP systems; understanding of SaaS architecture
  • The ability to work independently and as a team member
  • The ability to manage time effectively and prioritize the support queue to meet SLA targets
  • Ability 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
  • The ability to communicate verbally to technical and non-technical audiences and at all levels of the organization and across client base

*Local Candidates Only

Read Full Job Description

Location

We're in the West End - near the Celtics, Bruins, North Station and a ton of bars and restaurants - including many of our clients!
129 Portland Street, Boston, MA 02114

Insider's spotlight

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. "Thirsty" Thursdays feature the finest local craft brews we can get our hands on. Oh, and we have a Bevi machine, plus all the Caribou, Dunkin' and Starbucks coffee you can drink! Which tends to be a lot.

Paul

Sales and Marketing Team

Perks of working here

401(K) Matching
401(K)
Casual Dress
Commuter Benefits
Company Outings
Conferences & Training
Dental
Fitness Subsidy
Flex Work Hours
Game Room
Generous PTO
Happy Hours
Health Benefits
Recreational Clubs
Some Meals Provided
Stocked Kitchen
Tuition Reimbursement
Vision
Volunteering Opportunities
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