2nd Line Support

Job Description

2nd Line SupportEmployment Type: EmployeeContract Type: PermanentLife At PlanetHere at Planet we are extremely proud of our heritage of over 30 years. And it is what makes us a unique payment partner for many of the world?s most prestigious brands. We don?t just provide world class commerce and payment services, we generate revenue for our customers, and we help them grow. In the early days, we set out to simplify the complex payment process of VAT refunds for international shoppers in Europe. Fast-forward to today, and our single payments platform is unique in the industry ? the only one that offers acquiring, processing, digital wallets, VAT refunds and currency conversion services. We have recently integrated several other tech businesses ? Protel, Hoist, Datatrans, Proiximis ? to help us to continue to grow and dominate the market as we set about our mission of being a world leader. And with strong Private Equity Investors from Advent International and Eurazeo, we are well set up to win.*Role Overview* We are looking for a Merchant Support ? 2nd Line to assist our merchants and partners using our products and services. Merchant Support responsibilities include resolving merchant queries, recommending solutions and guiding product users through features and functionalities. You will also help establish our reputation as a company that offers excellent merchant support post-sales. To be successful in this role, you should be an excellent communicator who?s able to earn our Merchant?s trust. You should also be familiar with troubleshooting and debugging techniques.What you will do:+ Respond to merchants & partners queries in a timely and professional way via phone and/or email. + Manage all requests within SLA + Interact proactively with existing high-profile merchants and act as a subject matter expert. + Identify merchant needs and guide them with best practices. + Analyze and report product enhancements if any. + Update our internal CRM with Merchant queries, work alongside technical teams, and ensure delivery as intended. + Develop and manage effective professional working relationships with colleagues, Merchants, Partners. + Share features requests and effective workarounds with team members. + Follow up with Merchants to ensure their queries are resolved to their expectations.Who you are:+ Financial/technical university degree or equivalent would be valued. + Minimum 2 - 3 years of experience as technical support specialist in the fields of financial services/Hospitality industry(IT) + Familiar with card payments or hospitality industry(IT) + Professional certifications like CCNA, MCSE, Linux Administration are an advantage. + Experience in troubleshooting, debugging techniques and remote support tools. + Excellent verbal and written communication skills with customers, business and technical team members across the organization + Proven ability to manage multiple competing priorities simultaneously. + Self-motivated, team worker and well organized with an outgoing and pleasant personality. + This role requires working on shift basis in Office/Remotely. + When needed, deliver technical support at merchant location (Onsite) + Fluent in English (both Oral & written)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 PayWe 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 skillsWe 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.Flexible workingAn array of peopleWe 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. 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 provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners. Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first. With headquarters in London and more than 2,000 expert employees located across six continents we serve customers in over 120 markets.

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