Product Support Analyst

Overview

When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (Fin Tech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.

InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

You can learn more about InComm Payments by visiting our Website or connecting with us on Linked In, You Tube, Twitter, Facebook, or Instagram.

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. We are looking for an individual that wants to help us deliver outstanding Operational Support.

The incumbent will function in a highly collaborative team environment.

• Answer inbound telephone calls, e-mail enquiries from corporate clients, consumers and selling partners.
• Resolve inbound tickets assigned to the FLOS team. Resolve issues related to InComm Gifting & Financial card programs. (Gaming cards, phone cards, gift cards, pay as you go wireless products, health cards and financial products (gift & reloadable Visa, Amex, Master Card).

- Shift: Tuesday through Saturday 1:00AM to 9:30AM

- Language component - English / Spanish / French

- Training for this position will require a flexible schedule. The training will generally be in the office Monday through Friday 8:30AM-5:00PM. The training may last 2-3 months.

General Functions:

• Open/resolve/escalate/close tickets.
• Administrative tasks (partner account updates, provide activity reports).
• Troubleshoot store-based terminal issues. Diagnose connectivity issues.
• Troubleshoot point-of-sale-activation issues. Assist merchants when they have issues with their POS terminals, Account updates, card orders, invoicing.
• Opening tickets to the appropriate technical teams when required.
• Keep clients appraised on resolution progress.
• Answer queries in 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 as required for outages ensuring that network operations Centre (NOC), senior managers and department managers are notified in a timely manner when escalations are received from merchants/selling partners.
• Meet reporting requirements for call answering as designated by management; including but not limited to talk time, hold time, and availability.
• Outbound calls as required.
• Suppo…