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

The Product Support Analyst I at InComm Payments is responsible for providing elevated support to corporate clients, consumers, retailers, and financial institutions. This role involves troubleshooting technical issues related to point-of-sale terminals and ensuring effective communication with various stakeholders. The position emphasizes customer service excellence and requires the ability to work in a fast-paced environment while adhering to industry protocols.

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, diagnose connectivity issues, troubleshoot point-of-sale activation issues, and assist merchants with their POS terminals, account updates, card orders, and invoicing.
• 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 German is required.

Benefits

• Employee Referral Bonus Program - Tier II