Product Support Analyst I

InComm Payments•Sandy, UT

About The Position

The FLOS Product Support Analyst I provides second-level technical support for day-to-day business operations. The team supports mobile and web-based applications globally and works with retailers on terminal and point-of-sale solutions. The role addresses issues involving InComm prepaid products, including virtual, gaming, gift, health, general-purpose, and financial reloadable cards, in a collaborative, multicultural, multilingual environment. The analyst responds to inbound calls and email inquiries from corporate clients, consumers, and selling partners; resolves tickets and product issues; and supports merchants with terminals, point-of-sale activation, account updates, card orders, and invoicing. The role also handles merchant refund requests, analyzes billing reports, processes credit and debit transactions, and helps coordinate merchant onboarding and training. The stated shift is Sunday through Thursday, 4:30 p.m. to 1:00 a.m. Mountain Time (6:30 p.m. to 3:00 a.m. Eastern Time). Training generally takes place in the office Monday through Friday, 8:30 a.m. to 5:00 p.m., on a flexible schedule, and may last two to three months.

Requirements

At least 1 year of customer service experience.
Excellent verbal and written communication skills.
Ability to provide outstanding customer service.
Demonstrated ability to work in a team environment.
Ability to analyze and solve problems.
Ability to multitask in a fast-paced, changing environment.
Work prioritization and time-management skills.

Nice To Haves

Computer literacy and moderate technical skills are preferred.

Responsibilities

Open, resolve, escalate, and close tickets.
Perform administrative tasks, including partner account updates and activity reports.
Troubleshoot store-based terminal and connectivity issues.
Troubleshoot point-of-sale activation issues and assist merchants with POS terminals, account updates, card orders, and invoicing.
Open tickets with appropriate technical teams when needed.
Keep clients informed about resolution progress.
Respond to queries promptly in accordance with InComm and FLOS goals.
Use and follow Financial Services product support manuals.
Document activities in the call management and ticketing system.
Follow outage escalation procedures and ensure the Network Operations Centre, senior managers, and department managers are notified promptly when escalations are received from merchants or selling partners.
Meet management-designated call-answering reporting requirements, including talk time, hold time, and availability.
Make outbound calls as required.
Support complex financial-product queries routed from cardholder support, product development teams, or third-party vendors.
Review inbound merchant refund requests for wireless, digital content, long distance, third-party gift, financial services, and other products as required.
Analyze billing reports from multiple billing platforms.
Accurately process credit and debit transactions and understand the accounting behind each transaction.
Work professionally and effectively with internal and external customers to resolve refund requests by phone or email.
Maintain familiarity with prepaid financial services products, programs, developments, and business direction.
Assist with merchant setup coordination for financial prepaid product sales, including onboarding and training.
Perform other tasks and responsibilities assigned by the leadership team.