Merchant & Technical Partners Support Agent

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 that runs business. By combining 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.

Role Overview

As a Merchant and Technical Partners Support Agent, you will be responsible for delivering high-quality technical & administrative support to Planet Merchants and Technical Partners, mainly by phone and email.

The Merchant and Technical Support Team is the first port of call for Merchants and deal with any technical issues that arise in our products and services.

You will work as 1st line Support, along with other regions of the world to ensure all merchants receive a quality experience in DCC, Tax Free and Payment operation, 24/7.

What you will do

• Provide first line technical and administrative analysis and resolution to issues raised by our customers, and creating escalations to other departments when necessary
• Maintain the incident tracking system through all the steps of the ticket life cycle, from the input of issue through to the resolution
• Get to know the key customers in the regions you are mainly responsible for; maintain good connections with them by proactive and clear communication
• Through experience, independently assign priorities to reported issues
• Gain knowledge of the systems which the customers in your region use; do your part in documenting this knowledge and Customer Support procedures in our knowledge management platform
• Manage and safeguard the confidentiality, performance, and availability of our business applications

Who you are

• You have strong customer service/support attitude, ideally experience in a similar Merchant and Technical Partners Support Agent role
• You have strong skills in MS Office (especially MS Excel/Outlook)
• You have basic IT knowledge beyond Office suits is an advantage, but a desire to continuously learn and apply new knowledge is a requirement
• Experience in the Card Payment industry will be a strong asset

What you will need to bring to planet

• You are fluent in English and Italian
• Must be a good communicator
• Ability to adapt to an ever-changing market place

What do we offer and why should you join us?
We don’t shy away from wanting to hire great people to deliver amazing things for our customers. And once you join us, we want to keep you motivated and engaged in our collective mission.

Competitive Pay
We don’t want you to worry about your pay and wonder if you can have it better someplace else. We follow the market and evaluate salary benchmarks through the year to make sure any salary increases remove any worries and keep you satisfied. We review pay annually to make sure we are paying you what you’re worth.

Growth and skills
We know that for some it’s about growing into more senior and exciting roles, and for others it’s about becoming a deep technical expert. No matter what your ambition, we are with you all the way. We know that investing in you is the way to keep skills relevant and you motivated.

An array of people
We know that to win, our workforce needs to reflect the world in which we live and the customers we serve. We are proud that we have a culture where everyone and anyone can bring their whole selves to work.

Ready to meet us?

We hope this role sounds exciting and could be your next step. If so, we’d love to meet you – click the button to apply. Go on. Make our day.

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.