> Markdown version of [/jobs/ext/2110630-product-support-analyst-i](https://www.wearedevelopers.com/jobs/ext/2110630-product-support-analyst-i). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Analyst I - **Company:** INCOMM - **Location:** Columbus, GA, United States - **Experience:** Starter - **Salary:** $33,280.0 - $39,520.0 - **Contract:** Permanent contract - **Skills:** Computer Literacy, Digital Content, Issue Tracking Systems, Computer Network Operations - **Published:** August 19, 2026 - **Apply:** https://www.jofdav.com/jobs/59313703-product-support-analyst-i ## About the Role * 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. * Language Requirement - English and German ## Description * 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 managers 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. * Review all inbound requests for Merchant Refunds; Wireless, Digital Content, Long Distance, 3rd Party Gift, Financial Services and others as required. * Analyze billing reports from multiple billing platforms. * Ability to accurately process credit and debit transactions, understanding the accounting behind each transaction. * Work with internal and external customers in a professional and effective manner to resolve requests for refunds by phone or email. * 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. ## Related Videos - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Tackling the Risks of AI - With AI](https://www.wearedevelopers.com/videos/1690-tackling-the-risks-of-ai-with-ai) - [A guide for effective talent acquisition and sustainable integration of international employees](https://www.wearedevelopers.com/videos/1081-a-guide-for-effective-talent-acquisition-and-sustainable-integration-of-international-employees) - [The Digital Wellness Seminar: How NOT to Get Manipulated through Online Content](https://www.wearedevelopers.com/videos/1920-the-digital-wellness-seminar-how-not-to-get-manipulated-through-online-content) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [Fireside Chat with Cloudflare's Chief Strategy Officer, Stephanie Cohen (with Mike Butcher MBE)](https://www.wearedevelopers.com/videos/1366-fireside-chat-with-cloudflare-s-chief-strategy-officer-stephanie-cohen-with-mike-butcher-mbe) ## Related Articles - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [IT Salaries in Germany](https://www.wearedevelopers.com/magazine/287-it-salaries-in-germany) - [Jobs in Germany for Americans](https://www.wearedevelopers.com/magazine/423-jobs-in-germany-for-americans) - [Finding Jobs in Germany](https://www.wearedevelopers.com/magazine/375-finding-jobs-in-germany) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)