About PlanetPlanet is a global provider of integrated technology and payments solutions for retail and hospitality customers.We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day.Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time.Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.Role OverviewAs a Merchant and Technical Partners Support Agent, you will be responsible for delivering high-quality technical & administrative support to Planet Merchants and Technical Partners, mainly by phone and email.The Merchant and Technical Support Team is the first port of call for Merchants and deals with any technical issues that arise in our products and services.You will work as 1st line Support, along with other regions of the world to ensure all merchants receive a quality experience in DCC, Tax Free and Payment operation, 24/7.What you will doProvide first line technical and administrative analysis and resolution to issues raised by our customers, and creating escalations to other departments when necessary.Maintain the incident tracking system through all the steps of the ticket life cycle, from the input of issue through to the resolution.Get to know the key customers in the regions you are mainly responsible for;
maintain good connections with them by proactive and clear communication.Through experience, independently assign priorities to reported issues.Gain knowledge of the systems which the customers in your region use;
do your part in documenting this knowledge and Customer Support procedures in our knowledge management platform.Manage and safeguard the confidentiality, performance, and availability of our business applications.Who you areYou have strong customer service/support attitude, ideally experience in a similar Merchant and Technical Partners Support Agent role.You have strong skills in MS Office (especially MS Excel/Outlook).You have basic IT knowledge beyond Office suites is an advantage, but a desire to continuously learn and apply new knowledge is a requirement.Experience in the Card Payment industry will be a strong asset.What you will need to bring to PlanetYou are fluent in English and French, verbal and written (native level).Must be a good communicator.Ability to adapt to an ever-changing market place.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!At Planet, we embrace a hybrid work model, with three days a week in the office.Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.
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