Technical Support Specialist L1 - German Speaker

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 is 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 run business. By combining networks, software, and payment technology, Planet is 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.

Role Overview

The Technical Support Specialist (Network) Level 1 agent provides a turnkey support role to all Planet 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 inquiries, by quickly and effectively gathering the necessary information to identify the root cause and either resolve the customer’s issue or redirect/escalate to the correct upper Levels within Planet.

As the first point of contact for Planet Hoist Network customers, you will provide all types of assistance to those experiencing technical issues with the systems platforms that Planet Hoist has accepted contractual responsibility for, including among others, remote troubleshooting/analyses, and proper systems operational assessments, striving to provide the highest level of technical customer service to the customer whilst demonstrating excellent levels of technical skill 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 on Hoist/Planet managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case status.
• Analyze data to determine issues' root causes and resolve them remotely, using diagnostic testing and software equipment as required.
• Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery.
• Carry out screen-sharing to help customers get set up and operational.
• Empower customers by promoting the 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 where required, ensuring communication back to the customer.
• Onboard new team members and provide necessary product and process training.

Who You Are

• Excellent analytical and problem-solving skills, with the ability to multitask, with solid troubleshooting experience.
• Exceptional customer service and confident communication skills, customizing your interaction to the individual customer personalities and contexts.
• Strong work ethic and ability to work efficiently and effectively with minimal supervision.
• Ability to work in a fast-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 on-site support, collaborating with customers, partners, and internal teams.
• Experience in network operations or on-field operations.
• Preferably familiar with some types of production environments and common industry brands & variants of hardware assembly and configuration.

What You Will Need To Bring To Planet

• 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 German (additional languages such as French, Italian, Spanish, Swedish, Norwegian, Finnish, Danish, Polish are a plus).
• Attention to detail.
• Able to work with non-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 preferred.
• 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.

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.