Install Support Analyst

Job description

The Install Support Analyst supports the successful implementation and onboarding of customers across FreedomPay's growing payments and commerce ecosystem. This role works closely with customers, partners, internal technical teams, and project stakeholders to facilitate third-party interface integrations, software installations, system configurations, and deployment activities. The ideal candidate is highly organized, technically curious, and customer-focused, with the ability to manage multiple projects and installation efforts simultaneously. This role will become familiar with a wide variety of payment technologies, point-of-sale systems, property management systems, web-based applications, payment gateways, and merchant-facing solutions. Success in this position requires strong problem-solving skills, attention to detail, and the ability to collaborate effectively across teams to deliver a seamless customer implementation experience. This role is required to be based out of your home office in Ireland. ### 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.