Product Support Analyst I - Bilingual at InComm

Posted in Marketing 13 days ago.

Location: Sandy, Utah

Job Description:


Product Support Analyst I - Bilingual


Job ID: 2021-12834
Type: Full-Time
# of Openings: 1
Category: Customer Service


Leveraging deep integrations into retailers’ point-of-sale systems, InComm is revolutionizing the commerce experience through innovative payments technology. InComm leverages end to end solutions to bring branded activatable products to retailers both in store and digitally. Our process includes everything from card printing, inventory management and forecast analytics, to the development and integration of activation technology in point of sale machines world-wide. From there we leverage our backend platform as a service technology to drive product activation to the tune of several thousand card activations every second. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers.

InComm is headquartered in Atlanta, GA with a presence in over 30 countries, an organization of approximately 3,000 employees, several hundred international technical patents, and a network that includes over 600,000 points of retail distribution. With innovation as our number 1 company value, our speed to market for new products and services is accelerating rapidly and quickly positioning InComm as a global leader in fintech innovation.

You can learn more about careers at InComm Payments here: or connect with us on Twitter, Facebook, LinkedIn, or Our Blog.


  • 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:

    1. Open/resolve/escalate/close tickets.

    2. Administrative tasks (partner account updates, provide activity reports).

    3. Troubleshoot store-based terminal issues. Diagnose connectivity issues.

    4. Troubleshoot point-of-sale-activation issues. Assist merchants when they have issues with their POS terminals, Account updates, card orders, invoicing.

    5. Opening tickets to the appropriate technical teams when required.

    6. 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 under minimal supervision.

    • Handles moderately complex second-level technical issues and problems, and refers the most complex issues to higher-level staff. Possesses solid working knowledge of subject matter.

    • Typically requires 2 to 4 years of experience.

    • Typically reports to a department head or manager.


    • Problem management

    • Complex idea synthesis

    • Oral and written communication skills

    • Ability to build collaborative relationships

    • Analytical thinking skills

    • Leadership skills

    • Financial services (prepaid, banking, retail, corporate, or finance)

    • Strong English language skills with additional foreign language skills
      • English and Spanish OR English and French

    • Shift flexibility

    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


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