Customer Support Specialist - Integrations & Analytics

at Crunchtime

Watford, United Kingdom

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 Customer Support Specialist on the Integrations & Analytics team, 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 Customer Support Specialist

Help customers solve problems in the CrunchTime platform and keep them updated on ticket progress
Use internal tools to troubleshoot customer reported tickets
Translate technical details from our development teams into non-technical language that our Customers can understand
Analyze data discrepancies between multiple tools to confirm accuracy based on customer inquiries and reassure the customer that data displayed is accurate.
Build and optimize dynamic SQL scripts to maintain data integrity and support enterprise reporting
Accept requests for Technical Resource assistance from the Customer Support Analysts on your team
Work side-by-side with the development teams of our Connex, CIS, API and BizIQ+ product teams to research and resolve customer reported issues
Sympathize with the customer’s situation and take pride in finding them a resolution on tickets submitted.

What we’re looking for

3-5 years of remote application support experience
2-4 years of customer-facing experience in any industry, but hospitality industry is preferable.
Excellent interpersonal and communication skills (written and verbal)
Bachelors Degree in Computer Science, Information Technology or similar
Knowledge of Java (basic), Javascript (basic), Python (intermediate), SQL (advanced), JSON (intermediate), and XML (basic)
An understanding of Rest APIs, including the ability to troubleshoot
Prior experience with POS systems i.e. Toast, Aloha, Brink and/or Simphony to the extent that you can determine if tickets logged are an issue with the POS configuration or our Connex POS integration software.
Able to work in fast paced environment with multiple competing priorities
Ability to prioritize tasks independently based on understanding business impact for the customer

Nice to haves

Experience working with a distributed/remote team across multiple time zones
Ability to successfully complete tasks within Coalesce or any similar data transformation solution for Snowflake
Completion of Snowflake Learning Path(s): Data Engineer SQL and/or Data Analyst
Experience with Jira, Confluence, and Zendesk
Familiarity with AWS and Airtable
Prior experience working with CIS systems like Netsuite, Workday, or Quickbooks
Able to troubleshoot networking and communication protocols
Experience supporting restaurant, convenience store, or grocery industry verticals

What you’ll get

Learning and development stipend: $1500 USD annually
Gym allowance: $25 USD monthly
Medical and Life Insurance
Parental leave for 10 weeks fully paid
Paid holidays & statutory PTO
Retirement Savings Plan
Dental Insurance

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.