Bilingual FinTech Product Support Analyst I

InComm Payments; Columbus (GA); On-site; USD 38,000 - 55,000; Full time

Job summary

InComm Payments is seeking a motivated FLOS Product Support Analyst I in Columbus, GA to support day-to-day operations for mobile and web-based applications for retailers worldwide.

You will answer calls and emails, resolve tickets, troubleshoot terminal and POS activation issues, and coordinate with internal teams. English, Spanish, and French language skills are valued; training is 2–3 months with a weekday schedule before shift hours.

Qualifications

• 1+ years of customer service experience.
• Excellent verbal and written communication.
• Ability to provide outstanding customer service.
• Team-oriented with strong collaboration.
• Proficient with computers; basic technical skills.
• Able to analyze and solve problems in fast-paced environments.
• Strong multitasking and time-management skills.
• Willingness to adapt to a flexible schedule.

Responsibilities

• Open/resolve/escalate/close tickets.
• Administrative tasks (partner account updates, provide activity reports).
• Troubleshoot store-based terminal issues. Diagnose connectivity issues.
• Troubleshoot POS activation issues. Assist merchants with POS terminals, accounts, invoicing.
• Document activities in the Call Management and ticketing system.
• Follow escalation procedures for outages with NOC and managers.
• Meet reporting requirements for call answering (talk time, hold time, availability).
• Outbound calls as required.
• Support more complex queries from CS or product teams.
• Review merchant refunds requests across categories.
• Analyze billing reports from multiple platforms.
• Process credit and debit transactions with appropriate accounting logic.
• Assist with onboarding and training for merchants.

Skills

Customer service

Communication

Teamwork

Problem solving

Multitasking

Time management

Computer literacy

Verbal communication

Job description

InComm Payments is seeking a motivated FLOS Product Support Analyst I in Columbus, GA to support day-to-day operations for mobile and web-based applications for retailers worldwide.

You will answer calls and emails, resolve tickets, troubleshoot terminal and POS activation issues, and coordinate with internal teams. English, Spanish, and French language skills are valued; training is 2–3 months with a weekday schedule before shift hours.