Merchant & Technical 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 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

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 French, verbal and written
• Must be a good communicator
• Ability to adapt to an ever-changing market place

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.