Product Support Analyst I

Opportunity

Customer and technical support

• Answer calls and email inquiries from corporate clients, consumers, and selling partners; manage assigned tickets through resolution or escalation.
• Resolve support issues involving gifting and financial card programs, store terminals, connectivity, POS activation, merchant accounts, card orders, and invoicing.
• Keep clients informed of progress and meet response goals; route cases to technical teams when needed.
• Follow outage escalation processes and notify network operations and management teams promptly.

Operations and financial product support

• Document activity in call-management and ticketing systems and complete partner-account updates and activity reports.
• Handle complex financial-product inquiries and review merchant refund requests across supported product categories.
• Analyze billing reports and accurately process credit and debit transactions.
• Coordinate merchant setups, onboarding, and training; maintain familiarity with prepaid products and program developments.
• Meet call-handling reporting requirements and make outbound calls as needed.

Shift and training

• Regular shift is Tuesday through Saturday, 1:00 a.m.–9:30 a.m.
• Training requires a flexible schedule and is generally in office Monday through Friday, 8:30 a.m.–5:00 p.m.; it may last 2–3 months.

Qualifications

• At least 1 year of customer-service experience.
• Excellent verbal and written communication and customer-service skills.
• Demonstrated teamwork, problem-solving, multitasking, prioritization, and time-management abilities.
• Computer literacy and moderate technical skills are preferred.
• A language component is specified: English, Spanish, and French.

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