Technical Support Specialist Level 1 with Spanish Lisboa

Technical Support Specialist Level 1 with Spanish

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 Overview

The Technical Support Specialist (Network) Level 1 agent provides a turnkey support role to all Hoist Network installed base customers, on the multiple platforms/services Hoist hosts and serves. As a customer technical support specialist, you must be ready to engage on all types of Level 1 related enquiries, by quickly and effectively gathering the necessary information, identifying the root cause, and either resolving the customer’s issue or redirecting/escalating to the correct upper Levels within Hoist.

As the first point of contact for Hoist Network customers, you will provide all types of assistance to those experiencing technical issues with the systems/platforms that Hoist has accepted contractual responsibility for, including remote troubleshooting/analyses and proper systems operational assessments, striving to provide the highest level of technical customer service while demonstrating excellent technical skills to resolve issues accurately and quickly.

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 needed methods for Hoist/Planet managed solutions, log customer requests (CR) or incidents, or
  - up/update customers on case status
• Analyze data to determine root causes of problems and resolve them remotely, using required diagnostic testing and software tools
• Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery
• Carry out
  - sharing to help customers get set up and operational
• Empower customers by promoting Knowledge base and
  - 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, 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 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
  - field operations
• Preferably familiar with production environments and common industry brands & variants of hardware assembly and configuration

What You Will Need To Bring To Hoist

• Excellent teamwork skills
• Enthusiastic and 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 Spanish
• Attention to detail
• Able to work with
  - technical customers and technical customers alike
• 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 to 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. 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.

Location

Lisboa, Lisbon, Portugal

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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