Technical Support Specialist

About Us:
The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it’s growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it’s not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.

Planet are a technology company that’s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world’s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.

To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software and networks that runs business. By combining networks, software and payment technology, Planet’s creating a world of connected commerce, that makes payments feel good.

We’re growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we’ve the financial capital and expertise to grow our capabilities and reach through acquisition.

Function Overview:
As part of Global Operations, you’ll be working with an amazing diverse team of talented and customer centric people across the world. We’re building a world-class operation and you’ll be empowered to make a difference so we can better serve our customers with an easy, connected, and flawless experience.

You’ll find opportunities across customer facing, technical and administrative roles, customer services, onboarding, Tax Free, training, or one of the many other exciting areas in Global Operations. You’ll be presented with unrivalled prospects to grow, learn and develop in your career.

We’re growing fast and are always looking for ambitious individuals who want to be part of the connected commerce revolution.

Role Overview:
The Customer Support Specialist (Network) Level 1 engineer, must provide a turnkey support role to all Hoist installed base customers, on the multiple platforms/services Hoist hosts and serves. As a technical engineer, must be ready to engage on all types of Tier1 related enquires, by quickly and effectively gather the necessary information to put in motion the according issues root cause investigation, and either resolve the customer’s issue or redirect/escalate to the correct upper Tier levels within the organization.

As the first/second point of contact for Hoist customers, agent must provide all types of assistance, to those experiencing technical issues with the systems platforms that Hoist have accepted contractual responsibility for, including among others, remote troubleshoot/analyses, and proper systems operational assessments, striving to provide the highest level of technical customer service to the customer whilst demonstrating excellent levels of technical skill to resolve issues accurately and quickly.

Key Responsibilities

• Onboard new team members and provide necessary product and processes training

• Responsible to deliver the content to end users on an appropriate manner, focused on meeting contracted customers SLA´s and KPI´s

• Provide Tier1 support levels via phone, email, tickets, or other needed methods on Hoist/Planet managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case status

• Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment

• Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery

• Carrying out screen-sharing to help customers get set up and operational

• Empowering customers by promoting Knowledge base and self service

• Configure security, operational and access settings/permissions for groups or individuals

• Work with senior engineers on escalated tickets

• Log and escalate calls with third parties where required, ensuring communication back to the customer

​Skills, Knowledge & Expertise

• Excellent analytical and problem-solving skills, with the ability to multitask, with solid troubleshooting experience

• Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contexts

• Strong work ethic and ability to work efficiently and effectively with minimal supervision

• Ability to work in a fast-paced environment with excellent organizational skills

• Able to work to targets (SLA’s)

• Basic technical background in Engineering for TCP/IP | Networks (Switching, Routing)

• Wide proven experience of remote or on-site support, collaborating with customers, partners, and internal teams

• Experience in network operations or on field operations

• Preferably familiar with some types of production environments and common industry brands & variants of hardware assembly and configuration

What you will need to bring to planet

• Excellent teamwork skills

• Enthusiastic and a great attitude towards learning

• Experience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skills

• A high standard of written and spoken English (additional languages such as: French, German, Italian, Spanish, is a plus) and attention to detail

• Able to work with non-technical customers and technical customers alike

• Preferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)

• Preferably with a B.S. or equivalent science/IT degree preferred

• Willingness to work from the office and to cover 24/7 rotation shifts including weekends and some holidays

Why Planet:
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.