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 dynamic team in Sandy, UT. As a pioneer in the payment technology industry, InComm Payments has been at the forefront of innovation for over 30 years, and we are looking for individuals who are passionate about providing exceptional support to our clients. This role is crucial in ensuring that our corporate clients, consumers, retailers, financial institutions, health partners, and business partners receive the highest level of service. The Product Support Analyst I will be responsible for handling inquiries through various channels, including inbound and outbound telephone calls and emails, while troubleshooting a variety of issues related to point-of-sale terminals and account management. The ideal candidate will have a strong customer service background, with at least one year of experience in a similar role. You will be expected to diagnose connectivity issues, assist merchants with their POS terminals, and document all activities in our call management and ticketing system. Adherence to industry protocols is essential, and you will be expected to perform other tasks as assigned by the leadership team. This position offers an opportunity to work in a fast-paced environment where you can utilize your problem-solving skills and contribute to the success of our clients and the company as a whole.

Responsibilities

• Provide elevated support for inquiries through inbound/outbound telephone calls and emails 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.
• Ability to multi-task in a fast-paced and changing environment.
• Strong 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