Global Technical Support Specialist for Network Solutions
Há 5 dias
About Us
">Phiture is a leading technology company that transforms payments by putting customer experience first. 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.
">Our Role
">We're seeking an experienced Global Technical Support Specialist to provide turnkey support to our customers with Planet Hoist Network installed base solutions. As the first point of contact, you'll engage with customers on various Level 1 related inquiries, gathering information, identifying root causes, and resolving issues promptly or escalating them to upper levels within Phiture.
">Your Responsibilities
">- ">
- Deliver technical content to end-users in an appropriate manner, ensuring compliance with contracted customer SLAs and KPIs.">
- Provide Level 1 support via phone, email, tickets, or other necessary methods on Hoist/Phiture managed solutions, logging customer requests or incidents.">
- Analyse data to determine root causes of problems and resolve them remotely using diagnostic testing and software equipment as needed.">
- Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues affecting course delivery.">
- Carry out screen-sharing to help customers set up and operate systems efficiently.">
- Empower customers by promoting Knowledge Base and self-service.">
- Configure security, operational, and access settings/permissions for groups or individuals.">
- Work with Level 2 and Product Teams on escalated tickets.">
- Log and escalate calls with third parties when required, ensuring communication back to the customer.">
- Onboard new team members and provide necessary product and process training.">
Your Qualifications
">- ">
- Excellent analytical and problem-solving skills, with the ability to multitask and solid troubleshooting experience.">
- A high standard of written and spoken English and proficiency in Swedish, Norwegian, Finnish, or Danish (additional languages such as Spanish, German, Italian, French are a plus).">
- Willingness to work from the office and cover 24/7 rotation shifts, including weekends and some holidays.">
- Exceptional customer service and confident communication skills, customizing interactions to 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 (SLAs) and attention to detail.">
- 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.">
- Familiarity with production environments and common industry brands & variants of hardware assembly and configuration.">
- Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others). A Bachelor's degree in a related field is preferred.">
Salary Information
">We offer a competitive salary range of $60,000 - $80,000 per annum, depending on your location and experience. Additionally, you'll enjoy a comprehensive benefits package, professional growth opportunities, and a collaborative work environment.
">Why Choose Us
">At Phiture, we value diversity, equality, and inclusivity. We're committed to creating a workplace where everyone feels valued, respected, and empowered to contribute their best work. Join our dynamic team and grow your career in the exciting technology market
">About Us Company Background
">Phiture provides integrated software, payment, and technology solutions for its customers in the Hospitality and Retail sectors worldwide through a network of global Financial Services Partners. Founded over 35 years ago, we've evolved our services, delivering an innovative digital commerce platform that prioritizes customer experience.
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