InComm

Technical Support Representative I, Bilingual

Job Location US-FL-North Miami
Type
Full-Time

Overview

When you think of InComm Payments, think of Innovative Payments Technology. We were founded 25 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 2,500 employees in 30 countries around the world. We own over 386 global technical patents and a network that includes over 500,000 points of retail distribution that points to our industry expertise.

 

InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

 

You can learn more about careers at InComm Payments here: www.incomm.com or connect with us on Twitter, Facebook, LinkedIn, or Our Blog.

 

About This Opportunity

The focus is always on providing the customer the best service possible. InComm Payments' objective is to maximize customer satisfaction while minimizing handle time. The goal is to resolve customer concerns on the first call. Our customers are InComm Payments Authorized Agents, wireless carriers, internal customers, the Market Team, Finance, and Self Service Machines. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies.

 

Since launching in 2002, InComm Agent Solutions has created innovative and efficient payment processing solutions for more than 11,000 retail partners that want to offer their customers more. We have made this possible with our industry-leading payment processing platform that was custom designed from the ground up. Leveraging an infinitely scalable server, we manage more than 9 million transactions a month and our solutions are designed for consumers who primarily use cash. We offer bill payment options for service providers, utilities and wireless carriers.

 

 

Responsibilities

Primary Responsibilities

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries either in person or over the phone.
  • Write training manuals.
  • Train computer users.
  • Maintain daily performance of computer systems.
  • Respond to email messages for customers seeking help.
  • Ask questions to determine nature of problem.
  • Walk customer through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Clean up computers.
  • Run diagnostic programs to resolve problems.

 

Qualifications

Education, Certifications, Experience and other requirements:

  • Bilingual English/Spanish a must.
  • In-depth knowledge of PCs, operating systems, networking and applications to be able to quickly and effectively help users with their problems.
  • Proven systematic and logical problem solving ability.
  • Experience within a call center environment.
  • One or two year computer diploma from a technical institute or a non-technical University degree with some formal training in particular products or technical areas.
  • One or two years of helpdesk support or equivalent.
  • Good interpersonal skills such as effective listening, empathy, patience, and the ability to carefully walk a user through problem resolution steps remotely.
  • Aptitude to troubleshoot problems under pressure, and the ability to defuse excited and sometimes irate users or customers.
  • Ability to work well with other departments in a team environment.
  • Well-developed organizational and extensive follow-up skills are a must.
  • Ability to handle and keep up with constant changes to products, policies, and maintain procedures.
  • Use of Remote Desktop Software.
  • Ticketing and knowledge base system use.
  • Strong Microsoft operating systems experience.
  • Strong understanding of printers and networking.
  • Regular and predictable attendance is an essential function of this position; may be required to go to Remote Disaster Location (Atlanta) in case of hurricane/emergency.
  • Day Shift 9:00-5:30, days off TBD.

                                                                       

 

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

 

*This position is eligible for the Employee Referral Bonus Program - Tier I

 

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