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Technical Support Specialist Level 1

Technical Support Specialist Level 1

Planet paymentLisbon, Portugal
Há 16 dias
Descrição do cargo

What you will 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

    • Who you are

  • Excellent analytical and problem-solving skills, with the ability to multitask, with solid

    • troubleshooting experience

  • 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)
  • 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

    What you will need to bring to Hoist

  • 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 German are essential.Additional languages would be an advantage (key additional languages include French, Spanish, Italian, Swedish, Norwegian, Finnish and Danish)
  • 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 preferred
  • Willingness to work from the office and to cover 24 / 7 rotation shifts including weekends and some holidays

    • 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.

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    Technical Support Specialist • Lisbon, Portugal