Technical Support Specialist Level 1 with German Lisboa

Technical Support Specialist Level 1 with German
Lisboa
Lisboa, Lisboa, Portugal

Overview

Join to apply for the Technical Support Specialist Level 1 with German role at Planet.

About Planet

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence. With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions. Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

What You Will Do

• Deliver content to end users in a manner that meets contracted SLAs and KPIs.


• Provide Level 1 support via phone, email, tickets, or other methods on Hoist/Planet managed solutions, log customer requests or incidents, and follow up or update customers on case status.


• Analyze data to determine root causes and resolve issues remotely using diagnostic testing and software tools as required.


• Maintain system capabilities by testing existing equipment and programs and troubleshooting which enables course delivery.


• Carry out
  - sharing to help customers get set up and operational.


• Empower customers by promoting knowledge base and
  - service resources.


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


• Work with Level 2 and Product Team on escalated tickets, and log/escalate calls with third parties as required, ensuring communication back to the customer.


• Onboard new team members and provide necessary product and process training.

Who You Are

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


• Exceptional customer service and confident communication, adapting interactions to individual customers.


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


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


• Able to work toward targets (SLA targets).


• Basic technical background in engineering for TCP/IP and networks (switching, routing).


• Broad experience in remote or
  - site support, collaborating with customers, partners, and internal teams.


• Experience in network operations or field operations.


• Familiar with production environments and common industry brands and hardware variants and configurations.

What You Will Need To Bring To Hoist

• Excellent teamwork skills.


• Enthusiastic with 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 and German is essential; additional languages (French, Spanish, Italian, Swedish, Norwegian, Finnish, Danish) are a plus.


• Attention to detail.


• Ability to work with both
  - technical and technical customers.


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


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


• Willingness to work from the office and 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,
- paced technology market, with a business that delivers
- good connected commerce. We would love to hear from you — Apply now.

At Planet, we embrace a hybrid work model with three days a week in the office.

Reasonable accommodations may be made to enable an individual to perform the essential functions of this role successfully.

Job Details

• Seniority level: Entry level


• Employment type: Full-time


• Job function: Information Technology


• Industries: IT Services and IT Consulting