Product Support Analyst I

Incomm Payments Uk LTD - Sandy, UT

Full-time - Entry Level

Sandy, UT

1,001-5,000 employees

About the position

InComm Payments is a leader in the payment technology industry, having been established over 30 years ago. With a workforce of over 3,000 employees across 35 countries, we have developed a robust network that includes over 525,000 retail distribution points. Our commitment to innovation is reflected in our ownership of more than 400 global technical patents. We partner with some of the most recognized brands and leading merchants worldwide, focusing on delivering exceptional payment solutions. As we continue to grow, we are dedicated to fostering a meaningful and rewarding career for our employees, emphasizing values such as innovation, quality, passion, integrity, and responsibility. The Product Support Analyst I position is an entry-level role designed for motivated individuals eager to expand their knowledge in the rapidly evolving FINTECH industry. This role involves providing global support for mobile and web-based applications, engaging with retailers worldwide, and addressing issues related to InComm Prepaid Products, including virtual, gaming, gift, health, general-purpose, and financial reloadable cards. The successful candidate will work in a multicultural and multilingual environment, providing outstanding operational support. Bilingual proficiency in English and Spanish is required, while trilingual candidates (English, Spanish, and French) are preferred. The work schedule will be from Tuesday to Saturday, 9:30 AM to 6:00 PM, with training typically occurring Monday through Friday, 8:00 AM to 4:30 PM, lasting approximately 2-3 months.

Responsibilities

• Provide elevated support for inquiries through inbound/outbound telephone calls and e-mail from corporate clients, consumers, retailers, financial institutions, health partners, and business partners.
• Troubleshoot store-based terminal issues and diagnose connectivity issues.
• Assist merchants with point-of-sale activation issues and account updates.
• Document activities in the call management and ticketing system as required.
• Understand, utilize, and adhere to the Financial Services industry protocols.
• 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 effectively.
• Strong multi-tasking abilities in a fast-paced and changing environment.
• Work prioritization and time management skills.
• Bilingual in English and Spanish is required; trilingual in English, Spanish, and French is preferred.

Benefits

• Employee Referral Bonus Program - Tier II