Product Support Analyst I

InComm Product Support Analyst

InComm Payments is a pioneer in the payment technology industry. 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. We are partnered with the most recognized and valued brands in the world and are looking for great people to join our team.

Responsibilities:

• 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.
• Support 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.
• 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.
• Speak English and Spanish.
• 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 skill.

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.