Overview:
We are 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.
What will you do?
- Responsible to deliver the content to end users on an appropriate manner, focused on meeting contracted customers SLA´s and KPI´s;
- Provide Level 1 support levels via phone, email, tickets, or other needed methods on Hoist/Planet 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;
- Work with Level 2 and Product Team on escalated tickets;
- Log and escalate calls with third parties where required, ensuring communication back to the customer;
- Onboard new team members and provide necessary product and processes training;
What are we looking for?
- Excellent analytical and problem-solving skills, with the ability to multitask, with solid troubleshooting experience;
- A high standard of written and spoken English and either Swedish, Norwegian, Finnish, or Danish are essential (additional languages such as Spanish, German, Italian, French are a plus);
- Willingness to work from the office and to cover 24/7 rotation shifts including weekends and some holidays;
- 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) 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;
- Preferably familiar with some types of production environments and common industry brands & variants of hardware assembly and configuration;
- Preferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others);
- Preferably with a B.S. or equivalent science/IT degree preferred;
What can you expect from us?
- A permanent job contract for a long term project;
- Tech equipment + SIM Card + personal smartphone;
- Health and Life Insurance;
- Social events and team buildings;
- The commitment of letting you grow with us, and be rewarded accordingly;
- A dynamic and young team that will be always there to support you;
- Training in the latest technologies;
- Coffee, fruits, snacks and a warm welcoming when you pass by the office.
