Support Specialist

Crunchtime•Boston, MA

4d•$82,775 - $91,375•Remote

About The Position

As a Customer Support Specialist on the Cruise 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.

Requirements

3-5 years of remote application support experience.
2-4 years of customer-facing experience in any industry, but the hospitality industry is preferred.
Excellent interpersonal and communication skills (written and verbal).
Bachelor’s degree in Computer Science, Information Technology, or a similar field.
Advanced SQL knowledge with the ability to write and execute multi-table queries to locate missing keys, duplicate records, or diagnose sync issues between databases.
Ability to read and analyze code (e.g., to understand application logic, trace errors in system logs, or review scripts) to assist in deep-dive troubleshooting.
Intermediate understanding of database replication concepts and offline-capable/distributed environments.
Prior experience troubleshooting e-commerce platforms, vendor portals, or EDI failures.
Able to work in a fast-paced environment with multiple competing priorities.
Ability to prioritize tasks independently based on an understanding of the business impact for the customer.

Nice To Haves

Experience working with a distributed/remote team across multiple time zones.
Familiarity with database schema comparisons.
Experience with Jira, Confluence, and Zendesk.
Familiarity with SFTP troubleshooting (file transfers, connection failures, and credential management).
An understanding of REST APIs and XML, including the ability to troubleshoot.
Able to troubleshoot networking and communication protocols.
Experience supporting cruise line operations, inventory management, or enterprise procurement verticals.

Responsibilities

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 the 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 Cruise and Xchange product teams to research and resolve customer-reported issues.
Empathize with the customer’s situation and take pride in finding them a resolution on tickets submitted.

Benefits

Competitive pay
Unlimited PTO
Paid company holidays
Yearly team off-sites
International travel opportunities
Medical, dental, and vision benefits (FSA, HSA & HRA options)
Basic & Voluntary Life Insurance
401k employer match
Wellness benefits
Work in an open environment on solutions that are reshaping the way businesses operate
Fun team events
10 weeks of paid parental leave
Fitness reimbursement
Learning & development funds