NTG999 | Merchant and Technical Support Agent with French

Remote Type:
Hybrid
Locations:
Madrid Office - Spain
Time Type:
Full time
Posted On:
Posted Yesterday
Job Requisition ID:
JR08899

About Us:
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. In recent years, we have experienced significant growth, expanding our services and global presence. With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview:

As a Merchant and Technical 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 Do:

1. Provide first line technical and administrative analysis and resolution to issues raised by our customers, and create escalations to other departments when necessary.
2. Maintain the incident tracking system through all the steps of the ticket life cycle, from the input of the issue through to the resolution.
3. Get to know the key customers in the regions you are mainly responsible for; maintain good connections with them by proactive and clear communication.
4. Through experience, independently assign priorities to reported issues.
5. Gain knowledge of the systems which the customers in your region use; document this knowledge and Customer Support procedures in our knowledge management platform.
6. Manage and safeguard the confidentiality, performance, and availability of our business applications.

Who You Are:

1. You have a strong customer service/support attitude, ideally with experience in a similar Merchant and Technical Support Agent role.
2. You have strong skills in MS Office (especially MS Excel/Outlook).
3. You have basic IT knowledge beyond Office suites, but a desire to continuously learn and apply new knowledge is a requirement.
4. Experience in the Card Payment industry will be a strong asset.
5. You are fluent in English and French, verbal and written (native level).
6. You must be a good communicator.
7. You have the ability to adapt to an ever-changing marketplace.

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.

Company Background:
Planet provides integrated software, payment, and technology solutions for its customers in the Hospitality and Retail sectors worldwide via a network of global Financial Services Partners. Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first. With headquarters in London and around 3,000 expert employees located across six continents, we serve customers in over 120 markets.