Install Support Analyst

Key Responsibilities:

• • Support the installation, configuration, and deployment of FreedomPay solutions and third-party integrations.
  • Coordinate implementation activities with customers, partners, project teams, and internal stakeholders.
  • Assist with the onboarding and activation of new customer environments, ensuring accurate setup and configuration.
  • Troubleshoot installation and integration issues, working across teams to identify and resolve roadblocks.
  • Conduct research, analysis, testing, and validation activities related to software implementations and system integrations.
  • Support a variety of technologies, including payment gateways, POS systems, PMS platforms, web portals, merchant applications, and related third-party solutions.
  • Document installation processes, procedures, and technical findings to support knowledge sharing and operational consistency.
  • Educate customers and partners on implementation requirements, system functionality, and best practices.
  • Follow established implementation methodologies, support processes, and standard operating procedures.
  • Partner with Technical Support, Product, Engineering, and Project Management teams to ensure successful customer outcomes.
  • Contribute to continuous improvement initiatives focused on implementation efficiency, quality, and customer experience.

Requirements:

• • Associate's or Bachelor's degree in Computer Science, Information Systems, MIS, Mathematics, or a related field.
  • 2-4 years of experience in software implementation, technical support, point-of-sale support, interface programming, troubleshooting, system configuration, or related technical roles.
  • Experience navigating and supporting POS and PMS platforms such as Oracle Opera, Micros POS, NCR Aloha, or similar hospitality and retail technologies.
  • Experience with payment processing, payment gateways, financial services, or related technologies preferred.
  • Experience managing multiple concurrent implementations/projects.
  • Experience working directly with customers during onboarding and deployment activities.
  • Basic understanding of APIs, networking, or payment integrations (if that's truly needed by the team).
  • Strong technical troubleshooting, investigation, and problem-solving skills.
  • Experience supporting software installations, system integrations, or customer onboarding projects.
  • Proficiency with web-based business tools such as Zendesk, Confluence, Jira, Atlassian, or similar platforms.
  • Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
  • Ability to manage multiple priorities and projects in a fast-paced environment.
  • Strong aptitude for learning new technologies, systems, and business processes.
  • Excellent written and verbal communication skills with the ability to work effectively with technical and non-technical audiences.
  • Strong customer service orientation, active listening skills, patience, and attention to detail.
  • Willingness to travel approximately 10% as business needs require.