Product Support Analyst I

InComm - Sandy, UT

Full-time - Entry Level

Sandy, UT

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

InComm Payments is seeking a Product Support Analyst I to join our team in Sandy, UT. This role is pivotal in providing elevated support for a variety of inquiries from corporate clients, consumers, retailers, financial institutions, health partners, and business partners. The successful candidate will be responsible for troubleshooting store-based terminal issues, diagnosing connectivity problems, and assisting merchants with point-of-sale activation issues. Additionally, the analyst will handle account updates, card orders, and invoicing inquiries, ensuring that all activities are documented in the call management and ticketing system as required. The role requires a strong understanding of the Financial Services industry protocols and the ability to adhere to them while providing exceptional customer service. As a Product Support Analyst I, you will be part of a dynamic team that values innovation, quality, and integrity. You will be expected to multi-task in a fast-paced environment, prioritize work effectively, and manage your time efficiently. The position also involves communicating clearly and effectively, both verbally and in writing, to ensure that all client inquiries are addressed promptly and accurately. This is an excellent opportunity for individuals looking to grow their careers in the FinTech industry while contributing to a company that is a leader in payment technology.

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.
• Handle card orders and invoicing inquiries.
• 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.

Nice-to-haves

• Trilingual in English, Spanish, and French is preferred.

Benefits

• Employee Referral Bonus Program - Tier II