Product Support Analyst I

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 (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 34+ 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 careers at InComm Payments here: www.incomm.com or connect with us on Twitter , Facebook , LinkedIn , or Our Blog .
About This Opportunity
InComm Payments is looking for highly motivated candidates wanting to expand their knowledge in the growing FINTECH industry. 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 c ontinuously expanding our support activities with new products, and we work in a multi-cultural, multilingual environment.
We are looking for fully bilingual (English/Spanish) or trilingual (English/Spanish/French) individual that wants to help us deliver outstanding Operational Support.

• Bilingual-English/Spanish - Required.
• Tri-lingual-English/Spanish/French - Preferred.
• Training for this position will require a flexible schedule. The training will generally be Monday through Friday 8:00AM-4:30PM and last 2 to 3 months.
• The shift will be Sunday through Thursday 1:00AM to 9:30AM.

Responsibilities
General Functions:

• Document activities in the call management and ticketing system as required.
• Provide elevated support for inquiries through inbound/outbound telephone calls, e-mail from corporate clients, consumers, retailers, financial institutions, health partners and business partners.
• Other tasks and responsibilities as assigned by leadership team.
• Understand, utilize, and adhere to the Financial Services industry protocols.
• Troubleshoot store-based terminal issues, diagnose connectivity issues, troubleshoot point-of-sale-activation issues, and assist merchants when they have issues with their POS terminals, account updates, card orders, invoicing.

Qualifications

• 1+ years of experience in customer service.
• Excellent verbal and written communication.
• Bilingual-English/Spanish - Required.
• The ability to provide outstanding customer service.
• Trilingual-English/Spanish/French - Preferred
• Clearly demonstrated skills working in a team environment.
• Computer literate and moderate technical skills preferred.
• Work prioritization and time management skills.
• Ability to analyze and solve problems.
• Multi-task in a fast-paced and changing environment.

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

• This position is eligible for the Employee Referral Bonus Program - Tier II