Technical Support Specialist Level 1

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.Hoist Group is the complete hospitality partner for hotels, health care institutions and public operations. With more than 20 years of proven hospitality experience, Hoist Group is the market leader in innovative High Speed Internet Access, Conference services, TV & Content solutions, and back-office software as well as other guest-facing amenities. Many hotel chains, flagship independent hotels and public hospitals have entrusted their IT to Hoist Group. HQ is in Sweden and the company has offices in a total of 17 countries in the EMEA region. Hoist Group has annual sales of around 150 M EUR and employs about 600 people. You will join a fast-growing company and a workplace where innovation and dedication are key. We cooperate between departments and across national borders in order to continue to drive our development forward. We promote internal mobility and have many good examples of employees who have worked for the company for a long time and developed over our expansive journey. Hoist Group promotes a healthy balance between work and private life, and for us it is important to have fun at work!Objectives of this roleProvide expert answers to questions about products and availability, while presenting the value of our portfolio of products to customers.Identify customer needs, research issues, resolve complaints, and provide solutions.Follow communication guidelines and use knowledge of the company’s products and services to go off-script, when necessary, under minimal supervision.Maintain ownership of calls throughout the lifecycle of the caller’s request, including follow-ups with end-users and the escalation team.Identify and address customer needs with a goal of complete satisfaction.Handle a large volume of outbound calls in a timely manner and efficiently.When necessary, handle inbound calls in a timely manner and efficiently.Meet customer service targets and objectives. Recommend improvements to systems and processes for improved organizational efficiency.Daily And Weekly ResponsibilitiesBuild expert and dynamic knowledge of company products and services.Research information using available resources to satisfy customer inquiries.Facilitate interaction and workflow between support team members, including third-party service providers, to ensure on-time resolution of issues.Respond quickly, professionally, and accurately to all customer inquiries regarding requests, incidents, status updates, and complaints.Build positive relationships by going above and beyond with customer service, ensuring all questions, cancellations, and confirmations are addressed appropriately.Build rapport with customers by engaging them in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships.Create and maintain case management records of daily problems and remedial actions taken in a call center database.Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity, and quality objectives.Qualifications Must Have1+ year in Technical Support/Help Desk with hands-on troubleshooting and escalation.TCP/IP, Subnets, NAT, DHCP, DNS, basic VLAN concepts, switch/PoE basics.SSIDs, 2.4/5 GHz basics, channel/interference basics, captive portal concepts, PSK vs 802.1X/RADIUS (highlevel).Unicast vs multicast or IGMP/IGMP-snooping (conceptual level)Comfortable with ping/traceroute, nslookup, basic SSH/CLI, reading device/controller dashboards, pulling logs/screenshots.Passion about networking, software, information technology or computer scienceApplies clear triage (classify, prioritize, reproduce, collect evidence), knows when/how to escalate with clean hand-offs.Familiar with incident lifecycles, SLAs, MTTR/first-response targets; documents work clearly in a ticketing systemSees cases through to closure, drives follow-ups, and updates customers proactively.Clear, concise written and spoken English (B2+). Explains technical issues in plain language and sets expectations. Troubleshooting Mindset:Question first, decide next: clarify who/what/where/when/what changed before acting. Mitigation – Approaches issues with a focus on reducing impact for customers while also gathering necessary information for future analysis.Problem-solving – Utilizes a top-down method, breaking down problems into smaller elements and addressing them by initially considering a broad scope, then narrowing as the analysis continues. Evidence over intuition: form a hypothesis, test fast (ping/traceroute/DNS/logs/ports), confirm or disprove, document.Demonstrates critical thinking, analyzing information objectively and making informed decisions.SLA-aware ownership: set expectations, escalate with complete handoffs when needed, and drive to closure with a permanent fix/KB update.Expresses interest in cross-cultural communication and possesses fluency in English.Even BetterCompTIA Network+ (or equivalent); progress toward CCNA a plus.Experience supporting hotel/conference venue networks, guest Wi-Fi portals, IPTV/channel lineup changes.Exposure to Wi-Fi controllers, firewalls, monitoring (SNMP/PRTG) and remote support tools.Familiarity with knowledge-centered support; can draft/update KB articles. Application: You will have a key role in the company and the opportunity to play a key part in the organization. We are seeking motivated and high energetic people. We offer a long term contract with a competitive salary.Why 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.