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, supporting mobile and web-based applications and retailer terminal and point-of-sale solutions worldwide. The role troubleshoots 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 to provide operational support to corporate clients, consumers, merchants, and selling partners. The role handles inbound calls, email inquiries, and support tickets; troubleshoots terminal connectivity and POS activation issues; and supports merchant account updates, card orders, invoicing, refunds, and financial product queries. The scheduled shift is Sunday through Thursday, either 6:00 a.m.–2:30 p.m. MDT or 8:00 a.m.–4:30 p.m. EST. Training generally takes place in the office Monday through Friday, 8:30 a.m.–5:00 p.m., on a flexible schedule and may last 2–3 months. English and Spanish are required.

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 required.
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 support tickets.
Perform administrative tasks, including partner account updates and activity reporting.
Troubleshoot store-based terminal and connectivity issues, as well as point-of-sale activation issues.
Assist merchants with POS terminal problems, account updates, card orders, and invoicing.
Open tickets with 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 when providing support.
Document activities in the call management and ticketing system.
Follow escalation procedures for outages, ensuring the Network Operations Centre and relevant senior and department managers are notified promptly.
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 the cardholder support unit, product development teams, or third-party vendors.
Review inbound merchant refund requests across wireless, digital content, long-distance, third-party gift, financial services, and other areas as required.
Analyze billing reports from multiple billing platforms.
Accurately process credit and debit transactions and understand the accounting behind each transaction.
Work professionally 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 sales of financial prepaid products, including onboarding and training.
Perform other tasks and responsibilities assigned by the leadership team.