Job description
Overview:
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.
Inside InComm from InComm on Vimeo. About This Opportunity:
Responsibilities:
General functions include:
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.
When you think of InComm Payments, think of Innovative Payments Technology. We were founded 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 2,500 employees in 30 countries around the world. We own over 386 global technical patents and a network that includes over 500,000 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.
Inside InComm from InComm on Vimeo.
The FLOS Product Support Analyst I is responsible for supporting day-to-day business operations by providing second-level technical support. The incumbent will function in a highly collaborative team environment. We are looking for fully tri-lingual individual
(English/Spanish/French) to help us deliver outstanding Operational Support to our clients and partners for our pre-paid products
(Gaming cards, phone cards, gift cards, pay as you go wireless products, financial products - gift & reloadable Visa, Amex, MasterCard).
Trilingual-English/Spanish/French - Required- The Schedule for this position is Tuesday through Saturday 9:30AM - 6:00PM
- The Schedule for this position is Tuesday through Saturday 4:30PM - 1:00AM
- Training for this position will require a flexible schedule. The training will generally be Monday through Friday 8:00AM-4:30PM (MST) for 2 to 3 months.
Responsibilities:
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, MasterCard).
General functions include:
- 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 manager 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.
- Supporting more complex queries related to our financial products as channeled from our cardholder support unit (CS), our product development teams or other third-party vendors.
- Maintaining familiarity with our prepaid financial services products, programs, developments and direction of the business in general.
- Assist with the coordination of merchant set ups to support the sale of financial prepaid products. Onboarding, Training etc.
- Other tasks and responsibilities as assigned by leadership team.
- Performs work with general supervision.
- Handles basic second-level technical issues and problems.
- Possesses good knowledge of subject matter.
- Requires 2 years experience in a technical support position
- Trilingual-English/Spanish/French - Required -
- Oral and written communication skills.
- Ability to build collaborative relationships.
- Analytical thinking skills
- Shift flexibility.
- Problem management.
- This position is eligible for the Employee Referral Bonus Program - Tier II
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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.
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