Technical Support Specialist Level 2

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 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

• Provide Level 1 and Level 2 support levels via phone, email, tickets, or other interfaces on Planet Hoist Network managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case status
• 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 problem-solving 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 minimal supervision
• Ability to work in a fast-paced 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 on-site 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 (802.11x)

What You Will Need To Bring To Planet

• 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 listening skills
• Attention to detail
• A high standard of written and spoken English (additional languages such as: French, Spanish, Italian or German are a plus)
• Able to work with non-technical customers and technical customers alike
• Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)
• B.S. or equivalent science/IT degree preferred
• Willingness to work from the office and to cover shifts including evenings, weekends and some holidays

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.