Remote Type: Onsite
Location: Lisbon - Portugal
Time Type: Full time
Posted On: Posted 30+ Days Ago
Job Requisition ID: JR07852
Role Overview
The Technical Support Specialist (Network) Level 1 agent provides a turnkey support role to all Planet Hoist Network installed base customers, on the multiple platforms/services Hoist hosts and serves. As a customer technical support specialist, you must be ready to engage on all types of Level 1 related inquiries, by quickly and effectively gathering the necessary information to identify the root cause and either resolve the customer's issue or redirect/escalate to the correct upper Levels within Planet.
As the first point of contact for Planet Hoist Network customers, you will provide all types of assistance to those experiencing technical issues with the systems platforms that Planet Hoist has accepted contractual responsibility for, including among others, remote troubleshooting/analyses, and proper systems operational assessments, striving to provide the highest level of technical customer service while demonstrating excellent levels of technical skill to resolve issues accurately and quickly.
What You Will Do
Responsible to deliver the content to end users in an appropriate manner, focused on meeting contracted customers SLA's and KPI's.
Provide Level 1 support 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 root causes of problems and resolve them remotely, using 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.
Carry out screen-sharing to help customers get set up and operational.
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 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.
Who You Are
Excellent analytical and problem-solving skills, with the ability to multitask, and solid troubleshooting experience.
Exceptional customer service and confident communication skills, customizing 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).
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 field operations.
Preferably familiar with some types of production environments and common industry brands & variants of hardware assembly and configuration.
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.
A high standard of written and spoken English and French (additional languages such as German, Italian, Spanish, Swedish, Norwegian, Finnish, Danish, Polish are a plus).
Attention to detail.
Able to work with non-technical customers and technical customers alike.
Preferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others).
Preferably with a B.S. or equivalent science/IT degree.
Willingness to work from the office and to cover 24/7 rotation shifts including weekends and some holidays.
About Us
Company Background: Planet provides integrated software, payment, and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.
Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.
With headquarters in London and around 3,000 expert employees located across six continents, we serve customers in over 120 markets.
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