Product Support Analyst I

InComm Payments•Sandy, UT

About The Position

InComm Payments is seeking a motivated Product Support Analyst I to provide second-level technical support for day-to-day business operations. The FLOS team provides global support for mobile and web-based applications and works with retailers worldwide on terminal and point-of-sale solutions. The role resolves issues involving InComm prepaid products, including virtual, gaming, gift, health, general-purpose, and financial reloadable cards. The analyst works in a collaborative, multicultural, multilingual environment and supports corporate clients, consumers, merchants, and selling partners. The position’s scheduled shift is Tuesday through Saturday, 1:00 a.m. to 9:30 a.m. Training requires a flexible schedule and is generally conducted in the office Monday through Friday, 8:30 a.m. to 5:00 p.m.; training may last two to three months. English and Spanish are required; French is preferred.

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.
English and Spanish language proficiency.
Ability to analyze and solve problems.
Ability to multitask in a fast-paced and changing environment.
Work prioritization and time-management skills.

Nice To Haves

French language proficiency.
Computer literacy and moderate technical skills.

Responsibilities

Answer inbound telephone calls and email inquiries from corporate clients, consumers, and selling partners.
Open, resolve, escalate, and close tickets assigned to the FLOS team.
Resolve issues related to InComm gifting and financial card programs, including gaming cards, phone cards, gift cards, pay-as-you-go wireless products, health cards, and gift and reloadable Visa, American Express, and Mastercard products.
Perform administrative tasks, including partner account updates and activity reports.
Troubleshoot store-based terminal and point-of-sale activation issues, including diagnosing connectivity issues and assisting merchants with POS terminals, account updates, card orders, and invoicing.
Open tickets with the appropriate technical teams when required and keep clients informed about resolution progress.
Answer queries promptly in accordance with InComm and FLOS goals.
Use and follow Financial Services product support manuals to guide support activities.
Document activities in the call management and ticketing system.
Follow escalation procedures for outages and notify the network operations centre, senior managers, and department managers promptly when merchant or selling partner escalations are received.
Meet management-designated call-answering reporting requirements, including talk time, hold time, and availability.
Make outbound calls as required.
Support complex financial-product queries referred by cardholder support, product development teams, or third-party vendors.
Review inbound 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 the general direction of the business.
Assist with coordinating merchant setup for the sale of financial prepaid products, including onboarding and training.
Perform other tasks and responsibilities assigned by the leadership team.