Technical Customer Support Agent Level 2

1 semana atrás

Lisboa, Lisboa, Portugal Planet Tempo inteiro
remote type- Onsite- locations- Lisbon - Portugal- time type- Full time- posted on- Posted Today- job requisition id- JR07150About 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 are 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 runs business.

By combining networks, software and payment technology, Planet's 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 2 provides a turnkey support role to all Planet Hoist Network installed base customers, on the multiple platforms/services Hoist hosts and serves.

As a Technical Support Specialist you must be ready to engage on all types of Level 1 & Level 2 related enquires, by quickly and effectively gathering the necessary information identify the root cause and either resolve the customer's issue or redirect/escalate to the correct upper Levels within Planet.


As the first/second point of contact for Planet Hoist Network customers you provide all types of assistance, to those experiencing technical issues with the systems platforms that Planet Hoist Network have accepted contractual responsibility for, including among others, remote troubleshoot/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 :

  • Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment
  • Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery
  • Carrying out screen-sharing to help customers get set up and operational
  • Empowering customers by promoting Knowledge base and self service
  • Configure security, operational and access settings/permissions for groups or individuals
  • Organize and schedule remote Hoist upgrades and maintenance minimizing the service impact
  • Monitor internal & industry websites or publications for information about patches, releases, viruses, or potential problem identification.
  • Work with senior engineers on escalated tickets
  • Log and escalate calls with third parties where required, ensuring communication back to the customer
  • Test repaired items (RMA replacement) to ensure proper operation with agreed Planet Hoist & customer standards.
  • Onboard new team members and provide necessary product and processes training

Who you are:

  • Excellent analytical and problemsolving skills, with the ability to multitask, with solid troubleshooting experience
  • Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contexts
  • Strong work ethic and ability to work efficiently and effectively with mínimal supervision
  • Ability to work in a fastpaced environment with excellent organizational skills
  • Able to work to targets (SLA's)
  • Solid technical background in Engineering for TCP/IP | Networks (Switching, Routing)
  • Wide proven experience of remote and onsite support, collaborating with customers, partners, and internal teams minimum three years
  • Experience in network operations or on field operations minimum three years
  • Familiar with all types of production environments and common industry brands & variants of hardware assembly and configuration
  • Solid knowledge of MAN & LAN (Layer 2 & Layer 3)
  • Experience with all types of Wireless Networks x)
  • 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

  • Customer/Technical Support Agent

    4 semanas atrás

    Lisboa, Lisboa, Portugal Atlean World Tempo inteiro

    Exciting International Opportunities in Lisbon Position: Customer/Technical Support AgendLocation: Lisbon, Portugal (on site)Starting Date: 28/06/2024Requirements (mandatory)Fluent in Spanish (native speakers)Fluent in English (C1)Experience in online technical support (1year)EU citizenship or portuguese residence cardWhat We Offer:Competitive salary and...

  • Customer/Technical Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal Atlean World Tempo inteiro

    Exciting International Opportunities in Lisbon Position: Customer/Technical Support AgendLocation: Lisbon, Portugal (on site)Starting Date: 28/06/2024Requirements (mandatory)Fluent in Spanish (native speakers)Fluent in English (C1)Experience in online technical support (1year)EU citizenship or portuguese residence cardWhat We Offer:Competitive salary and...

  • Customer/Technical Support Agent

    4 semanas atrás

    Lisboa, Lisboa, Portugal Atlean World Tempo inteiro

    Exciting International Opportunities in Lisbon Position: Customer/Technical Support AgendLocation: Lisbon, Portugal (on site)Starting Date: 28/06/2024Requirements (mandatory)Fluent in Spanish (native speakers)Fluent in English (C1)Experience in online technical support (1year)EU citizenship or portuguese residence cardWhat We Offer:Competitive salary and...

  • Technical Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal Cross Border Talents Tempo inteiro

    Our client is a leading BPO company with a global presence, and they are expanding their technical support team in Lisbon. As a Technical Support Agent, you will play a crucial role in assisting German-speaking customers with their technical inquiries and ensuring a positive experience. Responsibilities: Provide excellent technical support via phone, email,...

  • Technical Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal Cross Border Talents Tempo inteiro

    Our client is a leading BPO company with a global presence, and they are expanding their technical support team in Lisbon. As a Technical Support Agent, you will play a crucial role in assisting German-speaking customers with their technical inquiries and ensuring a positive experience. Responsibilities: Provide excellent technical support via phone, email,...

  • Customer Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal David Kennedy Recruitment Tempo inteiro

    David Kennedy Recruitment is working with a leading multinational technology BPO business which is looking to recruit an Italian-speaking Customer Support Agent for their offices in Lisbon.Position: Customer Support AgentLocation: Lisbon, PortugalEmployment type: Full-timeRemuneration: Base salaryDUTIES AND RESPONSIBILITIES: Identify issues the clients are...

  • German-Speaking Customer Support Specialist

    1 semana atrás

    Lisboa, Lisboa, Portugal SUPPORT PARENTSGISP Tempo inteiro

    German-Speaking Customer Support Specialist Workster Recruitment is partnering with a top multinational technology firm to hire a German-speaking Customer Support Agent for their Lisbon office. The selected candidate will be responsible for assisting customers with premium memberships on a streaming platform.Your Tasks:Communicate with customers using...

  • Technical Support Specialist

    1 semana atrás

    Lisboa, Lisboa, Portugal Planet Paymet Tempo inteiro

    Technical Support Specialist page is loaded Technical Support Specialist Apply remote type Onsite locations Lisbon - Portugal time type Full time posted on Posted 3 Days Ago job requisition id JR07436 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...

  • Customer Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal David Kennedy Recruitment Tempo inteiro

    David Kennedy Recruitment is working with a leading multinational technology BPO business which is looking to recruit an Italian-speaking Customer Support Agent for their offices in Lisbon.Position: Customer Support AgentLocation: Lisbon, PortugalEmployment type: Full-timeRemuneration: Base salaryDUTIES AND RESPONSIBILITIES: Identify issues the clients are...

  • Customer Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal David Kennedy Recruitment Tempo inteiro

    David Kennedy Recruitment is working with a leading multinational technology business that is looking to recruit a German-speaking Customer Support Agent for their offices in Lisbon.Position: Customer Support AgentLocation: Lisbon, PortugalEmployment type: Full-timeRemuneration: Base salary.DUTIES AND RESPONSIBILITIES: Ensure customer satisfaction and...

  • Customer Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal David Kennedy Recruitment Tempo inteiro

    David Kennedy Recruitment is working with a leading multinational technology business that is looking to recruit a Dutch-speaking Customer Support Agent for their office in Lisbon. The successful employee would support customers who own a premium membership of a streaming platform.Position: Customer Support AgentLocation: Lisbon (Santos), PortugalEmployment...

  • Customer Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal TLF Tempo inteiro

    THE LUCK FACTORY is a team of experts in IT, marketing, advertising and promotion activities. A team of experienced, hardworking and creative people who are never short of ideas that work best for your business. As an innovative software development company, The luck Factory navigates the business landscape via industry knowledge and digital capabilities. We...

  • Technical Support Agent

    4 semanas atrás

    Lisboa, Lisboa, Portugal portugalbs Tempo inteiro

    Do you want to be part of a multicultural team in a company that works alongside well-known brands?Do you want to work for an American multinational technology company that focuses mainly on Internet-related products and services? Do you want to relocate to the beautiful capital of Portugal – Lisbon?Then this could be the perfect opportunity for you to...

  • Technical Support Agent

    Há 1 mês

    Lisboa, Lisboa, Portugal portugalbs Tempo inteiro

    Do you want to be part of a multicultural team in a company that works alongside well-known brands?Do you want to work for an American multinational technology company that focuses mainly on Internet-related products and services? Do you want to relocate to the beautiful capital of Portugal – Lisbon?Then this could be the perfect opportunity for you to...

  • Customer Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal JUJUR Tempo inteiro

    Position: French Customer Support AgentLocation: Lisbon, PortugalEmployment type: Full-timeRemuneration: Base salary + bonusesDUTIES AND RESPONSIBILITIES: Ensure customer satisfaction and provide professional customer support Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow Identify the issue the...

  • Customer Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal JUJUR Tempo inteiro

    Position: Arabic Customer Support AgentLocation: Lisbon, PortugalEmployment type: Full-timeRemuneration: Base salary + bonusesDUTIES AND RESPONSIBILITIES: Ensure customer satisfaction and provide professional customer support Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow Identify the issue the...

  • Technical Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal Otonomee Tempo inteiro

    Your mission:This is a full time, remote position based in Portugal.About the roleWhat you'll be doing Working as part of a technical support team assisting our client. Providing high quality & Customer focussed first line technical support. Handling incoming support calls & trouble tickets. Ensuring key information is accurately captured, undertaking...

  • Customer Support Agent

    1 semana atrás

    Lisboa, Lisboa, Portugal JUJUR Tempo inteiro

    Position: Turkish Customer Support AgentLocation: Lisbon, PortugalEmployment type: Full-timeDUTIES AND RESPONSIBILITIES: Ensure customer satisfaction and provide professional customer support Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow Identify the issue the client is facing, troubleshoot and...

  • Customer Support Agent

    2 semanas atrás

    Lisboa, Lisboa, Portugal JUJUR Tempo inteiro

    Position: Turkish Customer Support AgentLocation: Lisbon, PortugalEmployment type: Full-timeRemuneration: Base salaryDUTIES AND RESPONSIBILITIES: Ensure customer satisfaction and provide professional customer support Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow Identify the issue the client is...

  • German-Speaking Customer Support Specialist

    2 semanas atrás

    Lisboa, Lisboa, Portugal SUPPORT PARENTSGISP Tempo inteiro

    German-Speaking Customer Support SpecialistWorkster Recruitment is partnering with a top multinational technology firm to hire a German-speaking Customer Support Agent for their Lisbon office. The selected candidate will be responsible for assisting customers with premium memberships on a streaming platform.Your Tasks: Communicate with customers using...