Install & Onboarding Analyst

The Opportunity:

What Are We Looking For:

• You will thrive in MostEdge if you have:
• Values of customer first, service excellence, keeping it simple, teamwork, urgency.
• Student of the market and is in tune with what is happening around them.
• Passion for doing something amazing and let others achieve the same.
• Commitment to making something happen and inspiring others.
• Ability to learn fast and recognize there is an invisible line between success and short comings.
• Mindset of not giving up...help team completing things today vs. tomorrow.
• Drive and excitement for working in a fast-paced environment.
• The desire to work collaboratively with a tight knit but quickly growing team.
• Flexibility, humility, and a sense of humour

KEY RESPONSIBILITIES:

Accountability:

• Coordinate and execute installation schedules for new store locations.
• Act as the primary point of contact for store owners during the onboarding phase.
• Oversee and support the installation of hardware/software solutions at store sites (e.g., POS systems, payment terminals, network devices).
• Collaborate with internal teams (Sales, Tech Support, Customer Support) to ensure smooth handover and transition.
• Provide remote and/or onsite training to store staff on system usage and best practices.
• Troubleshot installation and setup issues in coordination with the development team.
• Maintain accurate records of onboarding activities, timelines, and issues.
• Track KPIs and feedback to improve the onboarding process over time.
• Scope:
• Using remote tools and CRMs/ticketing systems to solve issues and manage escalation flow
• Troubleshoot problems, resolve complaints, and escalate complex cases to relevant teams or management when needed.
• Assist with onboarding, explain product features, offer best-practice usage tips, and support technical troubleshooting
• Outcomes:
• Guide and resolve customer inquiries with effective interaction.
• Reduce the need for repeat contacts or escalations.
• Handle calls, emails, or chats efficiently without compromising quality.
• Meet predefined time benchmarks while maintaining accuracy.
• Convert negative experiences into positive outcomes.
• Help improve customer lifetime value through excellent service.

Qualifications :

• Education: Diploma or Bachelors degree(Any)

Experience :

• o 1 to 2 years of experience in onboarding, technical installation, customer support, or field operations (preferably in retail or convenience store environments).
• o Strong understanding of retail operations, consumer behavior.

Work Location : In person