Product Support Analyst I

Overview

When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.

InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram.

About This Opportunity

InComm Payments is looking for highly motivated candidates wanting to expand their knowledge in the growing FINTECH industry. The FLOS Product Support Analyst I is responsible for supporting day-to-day business operations by providing second-level technical support. Our team provides global support for mobile & web-based applications, and we engage with retailers worldwide with terminal and point of sale solutions. We problem solve and create solutions related to InComm Prepaid Products (Virtual, Gaming, Gift, Health, General-Purpose, & Financial Reloadable cards). We are continuously expanding our support activities with new products, and we work in a multi-cultural, multilingual environment. We are looking for an individual that wants to help us deliver outstanding Operational Support. The incumbent will function in a highly collaborative team environment.

• Answer inbound telephone calls, e-mail enquiries from corporate clients, consumers and selling partners.
• Resolve inbound tickets assigned to the FLOS team. Resolve issues related to InComm Gifting & Financial card programs. (Gaming cards, phone cards, gift cards, pay as you go wireless products, health cards and financial products (gift & reloadable Visa, Amex, MasterCard).

- Shift: Sunday through Thursday 6:00AM to 2:30PM MDT or 8:00 am to 4:30 pm EST

- Language component - English / Spanish required

- Training for this position will require a flexible schedule. The training will generally be in the office Monday through Friday 8:30AM-5:00PM. The training may last 2-3 months.

Responsibilities

General Functions:

• Open/resolve/escalate/close tickets.
• Administrative tasks (partner account updates, provide activity reports).
• Troubleshoot store-based terminal issues. Diagnose connectivity issues.
• Troubleshoot point-of-sale-activation issues. Assist merchants when they have issues with their POS terminals, Account updates, card orders, invoicing.
• Opening tickets to the appropriate technical teams when required.
• Keep clients appraised on resolution progress.
• Answer queries in timely manner in accordance with InComm’s and FLOS goals.
• Understand, utilize and adhere to the Financial Services product support manuals to govern support activities.
• Document activities in the Call Management and ticketing system as required.
• Follow escalation procedures as required for outages ensuring that network operations Centre (NOC), senior managers and department managers are notified in a timely manner when escalations are received from merchants/selling partners.
• Meet reporting requirements for call answering as designated by management; including but not limited to talk time, hold time, and availability.
• Outbound calls as required.
• Supporting more complex queries related to our financial products as channeled from our cardholder support unit (CS), our product development teams or other third-party vendors.
• Review all inbound requests for Merchant Refunds; Wireless, Digital Content, Long Distance, 3rd Party Gift, Financial Services and others as required.
• Analyze billing reports from multiple billing platforms.
• Ability to accurately process credit and debit transactions, understanding the accounting behind each transaction.
• Work with internal and external customers in a professional and effective manner to resolve requests for refunds by phone or email.
• Maintaining familiarity with our prepaid financial services products, programs, developments and direction of the business in general.
• Assist with the coordination of merchant set ups to support the sale of financial prepaid products. Onboarding, Training etc.
• Other tasks and responsibilities as assigned by leadership team.

Qualifications

• 1+ years of experience in customer service.
• Excellent verbal and written communication.
• The ability to provide outstanding customer service.
• Clearly demonstrated skills working in a team environment.
• Computer literate and moderate technical skills preferred.
• Ability to analyze and solve problems.
• Multi-task in a fast-paced and changing environment.
• Work prioritization and time management skills.
• Language component - English / Spanish required

InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

*This position is eligible for the Employee Referral Bonus Program - Tier II

#LI-LW1

• 1+ years of experience in customer service.
• Excellent verbal and written communication.
• The ability to provide outstanding customer service.
• Clearly demonstrated skills working in a team environment.
• Computer literate and moderate technical skills preferred.
• Ability to analyze and solve problems.
• Multi-task in a fast-paced and changing environment.
• Work prioritization and time management skills.
• Language component - English / Spanish required

InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

*This position is eligible for the Employee Referral Bonus Program - Tier II

#LI-LW1

General Functions:

• Open/resolve/escalate/close tickets.
• Administrative tasks (partner account updates, provide activity reports).
• Troubleshoot store-based terminal issues. Diagnose connectivity issues.
• Troubleshoot point-of-sale-activation issues. Assist merchants when they have issues with their POS terminals, Account updates, card orders, invoicing.
• Opening tickets to the appropriate technical teams when required.
• Keep clients appraised on resolution progress.
• Answer queries in timely manner in accordance with InComm’s and FLOS goals.
• Understand, utilize and adhere to the Financial Services product support manuals to govern support activities.
• Document activities in the Call Management and ticketing system as required.
• Follow escalation procedures as required for outages ensuring that network operations Centre (NOC), senior managers and department managers are notified in a timely manner when escalations are received from merchants/selling partners.
• Meet reporting requirements for call answering as designated by management; including but not limited to talk time, hold time, and availability.
• Outbound calls as required.
• Supporting more complex queries related to our financial products as channeled from our cardholder support unit (CS), our product development teams or other third-party vendors.
• Review all inbound requests for Merchant Refunds; Wireless, Digital Content, Long Distance, 3rd Party Gift, Financial Services and others as required.
• Analyze billing reports from multiple billing platforms.
• Ability to accurately process credit and debit transactions, understanding the accounting behind each transaction.
• Work with internal and external customers in a professional and effective manner to resolve requests for refunds by phone or email.
• Maintaining familiarity with our prepaid financial services products, programs, developments and direction of the business in general.
• Assist with the coordination of merchant set ups to support the sale of financial prepaid products. Onboarding, Training etc.
• Other tasks and responsibilities as assigned by leadership team.