InComm

  • Customer Advocate II

    Job Location US-GA-Atlanta
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

     

    About This Opportunity

    The IT Customer Advocacy team supports the interactions of external partners by serving as a liaison between InComm Account Management teams and the IT department.

     

    Your Impact

    This position requires a blend of IT communications, process and trend analytics with business operations and client success.  This focus will improve  The ideal candidate will be able to offer our internal business teams insight and data to support their client communications which will strengthen our partners' experience and earn their loyalty.

     

    Why InComm?

    InComm offers an opportunity to work in the interesting niche of fin-tech. We are producing technologies and services that impact consumer shopping in most parts of the world and partner with many of the world’s well-known brands and retailers. This is an opportunity to bring your IT knowledge to a sector that is constantly evolving, fast paced, and unique.

    Responsibilities

     The primary objectives for a Technical Customer Advocate II are to

    • Analyze the root cause of high severity incidents and summarize findings
    • Assess trending patterns to identify chronic problems and recommend solutions
    • Coordinate the resolution of corrective actions for high severity and chronic problems
    • Track and report on the service level attainment for premier partners
    • Serve as a technical liaison for proactive interactions between premier partners and InComm technical teams
    • Identify and record continual service improvement opportunities

     

    In addition, a Technical Customer Advocate II performs the following tasks:

    • Researches and summarizes the impact of service disruptions by producing service level agreement, root cause analysis, and incident investigative reports
    • Tracks scheduled maintenance activities and known errors for premier partners
    • Identifies opportunities to enhance the collaboration between the InComm account management and IT Operations teams
    • Coordinates regular discussions with premier partners and InComm account management teams to review service levels attainment and solutions for outstanding technical concerns
    • Serves as an escalation point of contact for operational and technological concerns and inquiries
    • Communicates with subject matter experts to gather knowledge of the associated technologies and the partner’s implementation
    • Gathers and communicates requirements to the InComm technology teams (such as change, capacity planning, network, monitoring, and enterprise systems)
    • Recognizes opportunities to strengthen the overall experience for external partners as they interact with the InComm IT department
    • Functions seamlessly as a coordinator, technical consultant, and business consultant 
    • Displays aptitude in technical communication, cross functional collaboration, problem solving and conflict resolution
    • Adheres to established design, writing, and graphics style standards
    • Provides peer editing for team members
    • Provides regular status and reports progress toward milestones to the Customer Advocacy Manager
    • Provides guidance and technical direction to team members; mentors less experienced team members
    • Additional related duties may be assigned, as required

    Qualifications

    • Bachelor’s degree or higher in Information Technology, Technical Communications or equivalent work experience preferred
    • ITIL certifications, foundation level or above preferred
    • Payment Card Industry Data Security Standard (PCI DSS) and Health Insurance Portability and Accountability Act (HIPAA) compliance training recommended
    • Three or more years’ experience in a technical coordination or IT Operations role 

     

     

    KNOWLEDGE, SKILLS AND ABILITIES:  A Technical Customer Advocate II demonstrates the following abilities in their work experience:

    • Bilingual skills are required.  MUST be fluent in Japanese and English
    • Effective communication skills, both verbally and in writing; is clear, concise, and easily understood
    • Familiarity of IT operations functions and concepts, data processing concepts, and IT infrastructure 
    • Practical experience supporting customer technology requirements
    • Working knowledge of ITIL principles and structure for incident, problem, and change management processes
    • Proficiency in communicating complex technical concepts to both technical and non-technical audiences
    • Accommodation for changing requirements
    • Expertise in leading technical teams to resolutions for chronic issues affecting partners
    • Achievement in a team environment and proven abilities to work independently with little supervision • Appropriate issue escalation and solution recommendations
    • Effective coordination across multiple internal functional areas (such as Business, IT Operations, Software Development, Application Support, Infrastructure) and with external partners
    • Management of time, priorities, and work efforts appropriately across several tasks
    • Practiced in the use of the Microsoft Office (Word, Visio, Outlook), IT service management (ServiceNow), and enterprise monitoring suites (Splunk, Opsview, Solarwinds), and other

     

    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

     

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