Technical Customer Support Agent Level 2

About UsPlanet is 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.Role OverviewThe 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 DoProvide 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 statusAnalyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipmentMaintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course deliveryCarrying out screen-sharing to help customers get set up and operationalEmpowering customers by promoting Knowledge base and self serviceConfigure security, operational and access settings/permissions for groups or individualsOrganize and schedule remote Hoist upgrades and maintenance minimizing the service impactMonitor internal & industry websites or publications for information about patches, releases, viruses, or potential problem identification.Work with senior engineers on escalated ticketsLog and escalate calls with third parties where required, ensuring communication back to the customerTest 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 AreExcellent analytical and problem-solving skills, with the ability to multitask, with solidtroubleshooting experienceExceptional customer service and confident communication skills, customising yourinteraction to the individual customer personalities and contextsStrong work ethic and ability to work efficiently and effectively with minimal supervisionAbility to work in a fast-paced environment with excellent organizational skillsAble 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 yearsExperience in network operations or on field operations – minimum three yearsFamiliar with all types of production environments and common industry brands & variants of hardware assembly and configurationSolid knowledge of MAN & LAN (Layer 2 & Layer 3)Experience with all types of Wireless Networks (802.11x) What You Will Need To Bring To PlanetExcellent teamwork skillsEnthusiastic and a great attitude towards learningExperience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skillsAttention to detailA 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 alikeNetwork vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)B.S. or equivalent science/IT degree preferredWillingness to work from the office and to cover shifts including evenings, weekends and some holidaysWhy PlanetPlanet 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.At Planet, we embrace a hybrid work model, with three days a week in the office.Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.