Required Skills: SIMPHONY POS and GEMpay, retail/payroll systems, Customer service focus, Project management principles and tools, Organization skills, communication skills, time management skills

Job Description

Position: SIMPHONY POS Service and Support Analyst
Location: Miami, FL (100% Remote)
Duration: 1+ Year

Job Summary:

Our client is seeking a Service and Support Analyst to provide technical and operational support for Dining Services and Gift Shop retail systems, with a primary focus on the SIMPHONY Point-of-Sale (POS) platform and the GEMpay Badge Payroll Deduct system. The ideal candidate will ensure smooth day-to-day operations, resolve technical issues, and collaborate with stakeholders to enhance user experience and system performance.

Key Responsibilities:

• Provide frontline support for the SIMPHONY POS system used in Dining Services and Gift Shops, including troubleshooting hardware and software issues.
• Manage and resolve Badge Payroll Deduct (GEMpay) system issues, ensuring accurate and timely payroll deductions.
• Collaborate with business units to understand operational needs and deliver effective technical solutions.
• Monitor system performance and escalate complex issues to vendors or internal T&D teams as needed.
• Assist with system upgrades, testing, and go-live support for new implementations or enhancements.
• Train end users on system functionality, best practices, and troubleshooting.
• Document support procedures, issue resolutions, and system configurations.
• Participate in cross-functional projects to improve service delivery and system integration.

Qualifications:

• Hands-on experience supporting POS systems, preferably SIMPHONY or similar retail platforms.
• Familiarity with payroll deduction systems such as GEMpay.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Skills:

• In-depth knowledge of SIMPHONY POS and GEMpay or similar retail/payroll systems.
• Strong customer service focus and ability to guide team members or consultants.
• Experience with project management principles and tools.
• Excellent organization, communication, and time management skills.