Crunchtime

Customer Support

• 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 Insights 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.

Customer Support Specialist – Integrations, Analytics

Manager

• Manage the deployment of restaurant point-of-sale (POS) integrations from non-production development environments into our multi-tenant SaaS production environment.
• Generate and validate Snowflake views and stored procedures based on tables prepared by Crunchtime Integration Engineers.
• Research and resolve Git conflicts when merging Coalesce code branches for production deployment.
• Utilize Crunchtime proprietary Snowflake-based QA tools to regression test integration solutions prior to deployment, ensuring functionality and data integrity.
• Maintain stored procedure versioning configuration within the Snowflake database, ensuring appropriate database objects are activated at the customer and restaurant location level for accurate business processing.
• Troubleshoot variances exposed during the regression test process, working directly with Integration Engineers to identify and implement solutions to address these variances and facilitate production deployment.

Software Release Manager – Contractor

Support Engineer

• 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.

Support Analyst

Sales Engineer

• Partner with Account Executives to understand customers needs and requirements, and develop a strategy to position Crunchtime’s solutions to meet those needs
• Prepare and deliver technical presentations tailored to the business needs and goals of existing and prospective customers
• Provide a deep level of product knowledge and skillfully answer technical and functional product questions as part of the sales cycle
• Deliver tailored solution demonstrations geared towards the prospects current pain and future state value
• Develop trusted relationships with technical buyers
• Lead technical discussions around enterprise architecture including integration strategies
• Work closely and collaborate with cross-functional teams including sales, product management, marketing, and customer success
• Ensure customer success by acting as the liaison between sales and implementation teams
• Prepare and communicate responses to RFPs
• Support Marketing events including webinars, conferences and trade shows

Enterprise Sales Engineer

Solutions Engineer

• Develop and Implement Tailored Solutions: Design, build, test, and support robust integration solutions that meet specific customer business requirements.
• Cross-Functional Collaboration: Work closely with internal teams, including Professional Services, Product Development, Engineering, Support, and Customer Success, to define scope, gather requirements, and deliver high-quality integrations.
• Customer Engagement: Serve in a customer-facing role, collaborating directly with clients to understand their needs and tailor integration solutions effectively.
• Requirements Translation: Translate functional business requirements into detailed technical specifications and implementation plans.
• Documentation and Communication: Maintain clear and concise documentation for all integration processes and tailor communication appropriately for both technical and non-technical audiences.
• Troubleshooting and Support: Provide ongoing support for existing integrations, troubleshooting issues, and implementing timely resolutions.
• API Management: Utilize REST and SOAP APIs effectively to facilitate data exchange between systems.