Night Shift FinTech Product Support Analyst I (Bilingual)

InComm Payments; Utah; On-site; USD 40,000 - 56,000; Full time

Job summary

InComm Payments is seeking a FLOS Product Support Analyst I to deliver level-two technical support for mobile and web applications. You will handle inbound inquiries from corporate clients, resolve tickets, and assist with merchant onboarding in a global, multilingual environment.

The role requires customer service experience, strong communication, problem-solving, and the ability to work with cross-functional teams. Training is office-based initially with a flexible schedule.

Qualifications

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

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.
• Opening tickets to appropriate technical teams when required.
• Keep clients informed on resolution progress.
• Follow escalation procedures for outages and notify management.
• Meet reporting requirements for call handling metrics.
• Outbound calls as required.
• Support complex queries from CS, product teams or vendors.
• Review all inbound requests for Merchant Refunds; various product types.
• Analyze billing reports from multiple billing platforms.
• Process credit and debit transactions accurately.
• Coordinate merchant setups and onboarding.

Skills

Customer service experience

Verbal communication

Written communication

Teamwork

Problem solving

Multi-tasking

Time management

Computer literacy

Tools

Basic computer skills

Job description

InComm Payments is seeking a FLOS Product Support Analyst I to deliver level-two technical support for mobile and web applications. You will handle inbound inquiries from corporate clients, resolve tickets, and assist with merchant onboarding in a global, multilingual environment.

The role requires customer service experience, strong communication, problem-solving, and the ability to work with cross-functional teams. Training is office-based initially with a flexible schedule.