Technical Support Specialist Level 1 with German Lisboa

Overview

Technical Support Specialist Level 1 with German

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.

Role title and responsibilities describe a turnkey support role for Hoist Network installed base customers across multiple platforms/services, with focus on Level 1 inquiries, rapid information gathering, root cause identification, and either resolution or escalation to upper levels as needed.

What You Will Do

• Deliver content to end users in an appropriate manner, focused on meeting contracted customers SLA’s and KPI’s
• Provide Level 1 support via phone, email, tickets, or other required methods on Hoist/Planet managed solutions; log customer requests or incidents; follow up/update customers on case status
• Analyze data to determine root causes and resolve issues remotely using diagnostic testing and software tools
• Maintain system capabilities by testing existing equipment and programs; provide remote troubleshooting solutions for system issues
• Carry out
  - sharing to assist customers with setup and operation
• Empower customers by promoting knowledge base and self service
• Configure security, operational and access settings/permissions for groups or individuals
• Work with Level 2 and Product Team on escalated tickets
• Log and escalate calls with third parties as required, ensuring communication back to the customer
• Onboard new team members and provide necessary product and processes training

Who You Are

• Excellent analytical and
  - solving skills with the ability to multitask and solid troubleshooting experience
• Exceptional customer service and confident communication skills; tailor interactions to the customer context
• 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 to targets (SLA’s)
• Basic technical background in Engineering for TCP/IP | Networks (Switching, Routing)
• Wide proven experience of remote or
  - site support, collaborating with customers, partners, and internal teams
• Experience in network operations or on field operations
• Preferably familiar with production environments and common industry hardware brands 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
• Attention to detail
• Able to work with
  - technical and technical customers alike
• Preferably network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)
• Preferably 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 allow an individual to perform the essential functions of this role successfully.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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Technical Support Specialist Level 1 with Spanish