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Customer Support
- United States
- IT – Administration
- 15122
Job Description
Overview
When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 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 3,000 employees in 34+ countries around the world. We own over 400 global technical patents and a network that includes over 525,000 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
As a customer support manager, you will manage the support of Zenda’s employee-facing products and the Zenda administration platform for corporate clients. This is an opportunity to work with a team that operates an AI-driven financial technology platform with transformative products for healthcare payments. We need your energy and passion to create processes and infrastructure for best-in-class customer support.
Responsibilities
- Provide coverage of support requirements across Zenda’s products that include HSA’s, FSA’s and other benefit accounts, delivered via a SaaS platform, mobile/web-based apps, and payment cards.
- Assist in evaluating emerging support channels and technology.
- Define and manage support processes for healthcare & benefits accounts for activities such as –
- Accounts creation and closure
- Account/card usage
- Claims processing and exception handling
- Account transfers
- Mistakes, fraud and transaction disputes
- Maintain and measure customer satisfaction through timeliness, quality and efficiency (such as first-call resolution).
- Ensure customer support security and privacy per financial and healthcare industry standards.
- Manage coverage of customer support hours per service level requirements.
- Define escalation procedures, including work with product and engineering teams to troubleshoot problems; manage ticket backlog
- Work with partners for banking services, investments, identity verification, to resolve customer support incidents.
Qualifications
- Bachelor’s degree.
- 5+ years experience of customer support, preferably in the financial or health insurance services industry
- Experience managing platforms such as Zendesk or Salesforce Service Cloud.
- Technical expertise for web-based, iOS and Android application support.
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