Global Technical Support Specialist With International Reach

hace 4 días


Madrid, Madrid, España Planet A tiempo completo

**About Us**

Planet is a leading technology company that transforms payments by prioritizing customer experience. Our integrated solutions include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

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 Overview

As a Merchant and Technical Support Agent, you will provide high-quality technical and administrative support to Planet Merchants and Technical Partners, primarily through phone and email interactions. The Merchant and Technical Support Team serves as the first point of contact for Merchants, addressing any technical issues that arise with our products and services.

You will work closely with other regions to ensure all merchants receive a quality experience in DCC, Tax Free, and Payment operations, available 24/7.

Your Responsibilities

Provide first-line technical and administrative analysis and resolution to issues raised by customers, escalating to other departments when necessary.

Maintain the incident tracking system throughout the ticket lifecycle, from issue input to resolution.

Develop knowledge of key customers in your primary regions, maintaining good connections through proactive and clear communication.

Assign priorities to reported issues based on your experience.

Gain knowledge of systems used by customers in your region, documenting this information and Customer Support procedures in our knowledge management platform.

Manage and safeguard the confidentiality, performance, and availability of our business applications.

What We're Looking For

You possess a strong customer service/support attitude, ideally with experience in a similar Merchant and Technical Support Agent role.

Strong skills in MS Office, especially Excel and Outlook.

BASIC IT knowledge beyond Office suites is an asset, but a desire to continuously learn and apply new knowledge is essential.

Experience in the Card Payment industry is a significant advantage.

You must be fluent in English and French, both verbally and in writing (native level).

Able to communicate effectively.

Adaptability to an ever-changing marketplace.

Why Choose Planet?

We are an equal opportunity employer where diversity is valued, and all employment decisions are based on qualifications, merit, and business needs.

Estimated Salary: €45,000 - €55,000 per annum, depending on experience and qualifications.



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