The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay’s robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.
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Job Description
- The Applications Support Specialist helps drive the support of a growing complex environment. In this role you will become intimate with a wide variety of systems and data. You will provide a range of research, analysis, support, and recommendations around our payment processing, web application, and analytic environments. We have systems built with the latest web technologies, .Net, web services, 3rd party integrations, high volume transaction processing systems, and with complex business logic.
Skills and Job Responsibilities
- Develop product specialty and knowledge supporting FreedomPay Value Added Services with an enterprise focus.
- Ability to interface with Enterprise level clients resolving product related issues and escalations.
- Work closely with enterprise clients in setting up and enabling Value Added Services in customer facing test environments
- Support a variety of production processes daily. Most processes require failure analysis, correction, and re-execution.
- Work on continual process improvement as well as knowledge documentation and team sharing.
- Collaborates with internal and external team members on triage, problem solving, and root cause analysis
- Assist in education documentation and training of enterprise client trainers (train the trainers)
- Assist internal and external teams in mass implementation and rollout support – Q/A, provide SME input, installation L3 escalation support and coordination
- Ability to quickly learn and support the application from a database perspective, performing analysis, research, data comparisons, and resolution for level 2/3 support
- Strong experience with MS Excel, other MS Office tools and related programs
- Experience using tracking tools such as Jira, ClearCase, etc.
- Experience/ability to create standard operating procedures, run books, and knowledge base articles
- Ensuring accurate and timely trouble ticket resolution, make prioritization decisions, and ensure effective communication regarding issue status to internal and external personnel
- Quick Learner, ability to multi-task, and aptitude to grow in skills and responsibility quickly
- Enjoys fast paced multi-tasking environments
Required Technical Experience
- Produce complex ad-hoc queries and reports requested by internal and external customers using SQL/T-SQL; Expert level with SQL query writing, data extracting, and compilation (MS SQL)
- Understanding of relational concepts including but not limited to tables, keys, indexes, etc., high performing queries, and approach to data and analytics
- Ability to comprehend complex application data and related application and business processes
- Ability to provide data analysis and reconciliation analysis reports across a variety of platforms and applications (transactional, web, administrative) using MSRS reports, queries, MS Excel, and other tools
- Experience supporting software applications across SDLC environments
- Excellent written and verbal communication skills
Formal Education & Certification:
- Bachelor Degree in Computer Science, Information Science, Mathematics, MIS, or related discipline
- 5+ years equivalent work experience; data analysis, query writing, reporting, analytic
- 5+ years of experience supporting applications, providing tier 2+ technical support
Desired Experience
- Experience in payments processing or financial services
- Experience with point of sale systems
As the fastest growing commerce company in the industry, we offer the opportunity for tremendous upward mobility within the company as well as development and professional growth opportunities. FreedomPay provides exceptional benefits including medical, prescription, dental and vision coverage, Life Insurance, Retirement Plans with company match, commission sharing plan, flexible hybrid working environment, and great parental and other leave programs. All positions must be able to successfully pass a background check as well as a credit check.
