Planet Hiring for 2nd Line Support Job at Dubai Full Time

Employment Type:

Employee

Contract Type:

Permanent

Life At Planet

Do you love putting smiles on faces? Do you want to work in an environment that is obsessed with making customers and employees happy? Do you want to be part of a global mission to revolutionise commerce and payments? Do you want to be working in a progressive organisation with the ambition to be the global player in what we do? If you do, then this role could be for you….

Here at Planet we are extremely proud of our heritage of over 30 years. And it is what makes us a unique payment partner for many of the world’s most prestigious brands. We don’t just provide world class commerce and payment services, we generate revenue for our customers, and we help them grow. In the early days, we set out to simplify the complex payment process of VAT refunds for international shoppers in Europe. Fast-forward to today, and our single payments platform is unique in the industry – the only one that offers acquiring, processing, digital wallets, VAT refunds and currency conversion services. We have recently integrated several other tech businesses – Protel, Hoist, Datatrans, Proiximis – to help us to continue to grow and dominate the market as we set about our mission of being a world leader. And with strong Private Equity Investors from Advent International and Eurazeo, we are well set up to win.

Role Overview

We are looking for a Merchant Support – 2nd Line to assist our merchants and partners using our products and services. Merchant Support responsibilities include resolving merchant queries, recommending solutions and guiding product users through features and functionalities. You will also help establish our reputation as a company that offers excellent merchant support post-sales.

To be successful in this role, you should be an excellent communicator who’s able to earn our Merchant’s trust. You should also be familiar with troubleshooting and debugging techniques.

What you will do:

• Respond to merchants & partners queries in a timely and professional way via phone and/or email.

• Manage all requests within SLA

• Interact proactively with existing high-profile merchants and act as a subject matter expert.

• Identify merchant needs and guide them with best practices.

• Analyze and report product enhancements if any.

• Update our internal CRM with Merchant queries, work alongside technical teams, and ensure delivery as intended.

• Develop and manage effective professional working relationships with colleagues, Merchants, Partners.

• Share features requests and effective workarounds with team members.

• Follow up with Merchants to ensure their queries are resolved to their expectations.

Who you are:

• Financial/technical university degree or equivalent would be valued.

• Minimum 2 – 3 years of experience as technical support specialist in the fields of financial services/Hospitality industry(IT)

• Familiar with card payments or hospitality industry(IT)

• Professional certifications like CCNA, MCSE, Linux Administration are an advantage.

• Experience in troubleshooting, debugging techniques and remote support tools.

• Excellent verbal and written communication skills with customers, business and technical team members across the organization

• Proven ability to manage multiple competing priorities simultaneously.

• Self-motivated, team worker and well organized with an outgoing and pleasant personality.

• This role requires working on shift basis in Office/Remotely.

• When needed, deliver technical support at merchant location (Onsite)

• Fluent in English (both Oral & written)

What do we offer and why should you join us?

We don’t shy away from wanting to hire great people to deliver amazing things for our customers. And once you join us, we want to keep you motivated and engaged in our collective mission.

Competitive Pay

We don’t want you to worry about your pay and wonder if you can have it better someplace else. We follow the market and evaluate salary benchmarks through the year to make sure any salary increases remove any worries and keep you satisfied. We review pay annually to make sure we are paying you what you’re worth.

Growth and skills

We know that for some it’s about growing into more senior and exciting roles, and for others it’s about becoming a deep technical expert. No matter what your ambition, we are with you all the way. We know that investing in you is the way to keep skills relevant and you motivated.

Flexible working

Work from home? Work in the office? Have family and life commitments that mean you need flexibility? What we care about is what you deliver not where you work nor the hours you work. We know flexibility matters and that’s why we offer the flexibility that suits you and your lifestyle.

An array of people

We know that to win, our workforce needs to reflect the world in which we live and the customers we serve. We are proud that we have a culture where everyone and anyone can bring their whole selves to work.

Ready to meet us?

We hope this role sounds exciting and could be your next step. If so, we’d love to meet you – click the button to apply. Go on. Make our day.