.Merchant & Technical Support AgentApply: Remote Type - OnsiteLocations: Madrid Office - SpainTime Type: Full TimePosted on: 6 Days AgoRole 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 create 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; document this knowledgeand Customer Support procedures in our knowledge management platform.Manage and safeguard the confidentiality, performance, and availability of our business applications.Who you areYou have a strong customer service/support attitude, ideally with 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, 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 another language, verbal and written (native level).You must be a good communicator.Ability to adapt to an ever-changing marketplace.What do we offer and why should you join us?We don't shy away from wanting to hire great people to deliver amazing things for our customers. And once you join us, we want to keep you motivated and engaged in our collective mission.Competitive PayWe don't want you to worry about your pay and wonder if you can have it better someplace else. We follow the market and evaluate salary benchmarks through the year to make sure any salary increases remove any worries and keep you satisfied. We review pay annually to make sure we are paying you what you're worth.Growth and SkillsWe know that for some it's about growing into more senior and exciting roles, and for others it's about becoming a deep technical expert. No matter what your ambition, we are with you all the way. We know that investing in you is the way to keep skills relevant and you motivated
