Support Analyst

| Boston

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 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.

Your 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
 

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.
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 coff

Paul

Sales and Marketing

How has your career grown since starting at the company?

Fresh out of Babson's MBA program, I started at CrunchTime as a Business Analyst learning the software development life-cycle. CrunchTime's growth gave me an opportunity to widen my skill set and use my grad school education to expand and advance the company's offerings. I'm now Sr. Product Manager of all the mobile products here! And, we're killi

Zach

Product Management

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
More Jobs at CrunchTime!13 open jobs
All
Data + Analytics
Developer + Engineer
Operations
Project Mgmt
Operations
new
CrunchTime!
Developer + Engineer
CrunchTime!
Operations
CrunchTime!
Operations
CrunchTime!
Developer + Engineer
CrunchTime!
Developer + Engineer
CrunchTime!
Developer + Engineer
CrunchTime!
Developer + Engineer
CrunchTime!
Data + Analytics
CrunchTime!
Developer + Engineer
CrunchTime!
Developer + Engineer
CrunchTime!
Project Mgmt
CrunchTime!
Operations
CrunchTime!

Get notified
when new
jobs pop up.