Product Support Analyst I

About the role

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.

Schedule

Shift: Monday through Friday 8:30 AM to 5:00 PM. Training for this position will require a flexible schedule. The training will generally be Monday through Friday 8:30 AM–5:00 PM and may last 2–3 months.

Responsibilities

• Open, resolve, escalate, and close tickets.
• Perform administrative tasks (partner account updates, provide activity reports).
• Troubleshoot store-based terminal issues and diagnose connectivity issues.
• Troubleshoot point-of-sale-activation issues.
• Assist merchants with POS terminal issues, account updates, card orders, and invoicing.
• Open tickets to the appropriate technical teams when required.
• Keep clients appraised on resolution progress.
• Answer queries in a 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 for outages, ensuring timely notification to the Network Operations Centre (NOC), senior managers, and department managers.
• Meet reporting requirements for call answering as designated by management, including talk time, hold time, and availability.
• Make outbound calls as required.
• Support complex queries related to financial products channeled from cardholder support, product development teams, or third-party vendors.
• Review all inbound requests for Merchant Refunds (Wireless, Digital Content, Long Distance, 3rd Party Gift, Financial Services, and others).
• Analyze billing reports from multiple billing platforms.
• Accurately process credit and debit transactions, understanding the accounting behind each transaction.
• Work with internal and external customers professionally to resolve refund requests by phone or email.
• Maintain familiarity with prepaid financial services products, programs, developments, and business direction.
• Assist with the coordination of merchant setups to support the sale of financial prepaid products (onboarding, training, etc.).
• Perform other tasks and responsibilities as assigned by the leadership team.

Requirements

• 1+ years of experience in customer service.
• Excellent verbal and written communication skills.
• Ability to provide outstanding customer service.
• Demonstrated skills working in a team environment.
• Computer literate with moderate technical skills preferred.
• Ability to analyze and solve problems.
• Multi-task in a fast-paced and changing environment.
• Strong work prioritization and time management skills.
• Proficiency in English and German.