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Product Support Analyst I - Bilingual/French -

Company: InComm
Location: Sandy
Posted on: January 16, 2022

Job Description:

OverviewLeveraging deep integrations into retailers' point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. 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. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at or connect with us on , , or .About This OpportunityThe 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. This would be working Tuesday to Saturday 8:00AM to 4:30PM and this person would need to be fluent in written/spoken French.ResponsibilitiesOpen/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 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).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.Make 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.Available Tuesday to Saturday 8:00AM to 4:30PM Bilingual/FrenchQualificationsQualifications: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 Bilingual/FrenchProblem managementOral and written communication skills. - Ability to build collaborative relationships.Analytical thinking skills.Shift flexibility.*This position is eligible for the Employee Referral Bonus Program -InComm is an equal employment opportunity employer. - We adhere to a policy of making employment decisions without regard to race; color; religion; national origin; sex; sexual orientation; pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state, or local law.

Keywords: InComm, Sandy , Product Support Analyst I - Bilingual/French -, Professions , Sandy, Utah

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