Customer Support Agent Lead
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As part of Global Operations, you’ll be working with an amazing diverse team of talented and customer centric people across the world. We’re building a world-class operation and you’ll be empowered to make a difference so we can better serve our customers with an easy, connected, and flawless experience.
You’ll find opportunities across customer facing, technical and administrative roles, customer services, onboarding, Tax Free, training, or one of the many other exciting areas in Global Operations. You’ll be presented with unrivalled prospects to grow, learn and develop in your career.
We’re growing fast and are always looking for ambitious individuals who want to be part of the connected commerce revolution.
What you will do:
You will operate as a first point of contact for Planet’s merchants across the globe and work directly with them to help solve complex technical and operational questions.
As a technical support specialist, you will have a direct impact on their ability to process payments, leverage the right products and grow their business.
Day-to-day you will be working with multiple teams across Planet, such as System Operations, Cloud application team, Product, Account Management and Sales to provide a best in class service and support.
Our team is merchant-focused, highly motivated, and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets.
With Planet being a 24/7 business we operate throughout time zones using a follow the sun principle. Our extensive payments knowledge and technical skillset is our most valuable asset both to our merchants and our internal teams.
Be a key source of knowledge on the Planet Payment offerings, APIs, Point of Sale SDKs, and our hardware portfolio along with industry-standard integration methods and best practices.
Spend the majority of your time troubleshooting complex merchant’s issues and communicating with them via email and phone.
Read and troubleshoot application logs from both our merchant’s hardware and software as well as our own.
Be an internal product advocate, track issues and bugs, and contribute to the platform through direct feedback.
Advise merchants regarding the best implementation practices and address specific merchant concerns.
Develop subject matter expertise in specific solutions/verticals (e-commerce, point of sale, unattended, multi-sided platforms, etc).
Work together cross-functionally with Sales and Account Managers to grow the pipeline and get merchants live.
This is a full time position and does require working some holidays and weekends to ensure business continuity.
Who you are:
4+ years experience in a technical support function for a software solution. Experience with modern web frameworks and cloud native software is a plus.
Experience working in hotels
You are able to troubleshoot technical problems, read application logs and find and document solutions to complex errors.
You are innovative, with strong problem-solving capabilities and comfortable dealing with ambiguity.
You love to provide assistance to others, and to be regarded as a technical expert.
You love to learn new things, be it product, technology or process and are quickly able to adapt them into your workflows.
You get a sense of achievement from solving problems, and from helping people; a great customer experience is at the heart of what you do.
You have a proven record of learning or working with technology that interests you.
You are a team player, and foster knowledge and information sharing with others by updating documentation or reporting bugs.
You are driven, an enthusiastic collaborator, and ready to give and receive feedback.
You make quick, but informed decisions, even under pressure and can prioritize tasks appropriately based on urgency or necessity for both internal and external stakeholders.
You are capable of abstract thinking, being able to solve a puzzle that isn’t directly in front of you, separating the layers of software, hardware and internal systems.
You are aware of modern web services and APIs and have an affinity for learning new technologies.
Proven ability to quickly learn new technologies and understand complex systems (APIs, databases, SDK's, etc).
You have strong communication skills and the ability to interact with users. clearly and empathetically; comfortable leading meetings with C-level contact escalations.
Ability to identify and clearly communicate pragmatic solutions to complex integration problems.
Continuous desire to improve technical acumen.
You have full professional proficiency (written and verbal) in English.
This is a full time position and does require working some holidays and weekends to ensure business continuity.
geo
in Morocco , Casablanca city
number of positions
1 Jobs available, apply now
job type
FULL TIME
experience years
Mid-Senior level
Jobs in MoroccoThis job is closed
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1 year ago
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