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# Product Support Analyst I

- **Company:** INCOMM
- **Location:** Sandy, UT, United States
- **Experience:** Starter
- **Salary:** $135,100.0 - $225,100.0
- **Contract:** Permanent contract
- **Skills:** Computer Literacy, Digital Content, Issue Tracking Systems, Computer Network Operations
- **Published:** September 25, 2026
- **Apply:** https://www.jofdav.com/jobs/59864641-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.

## 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.