Merchant & Technical Partners Support Agent

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 revolutionize commerce and payments? Do you want to be working in a progressive organization with the ambition to be the global player in what we do? If you do, then this role could be for you.

You will be able to find current vacancies on:
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, Proximis - 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.

We know that it’s our people that differentiates who we are and what we do and that is why we are keen to hire world class talent like you.

Role Overview

The Merchant and Technical Support Team is the first port of call for Merchants and deal with any technical issues that arise in our products and services.

You will work as 1st line Support, along with other regions of the world to ensure all merchants receive a quality experience in DCC, Tax Free and Payment operation, 24/7.

What you will do
- Provide first line technical and administrative analysis and resolution to issues raised by our customers, and creating escalations to other departments when necessary
- Maintain the incident tracking system through all the steps of the ticket life cycle, from the input of issue through to the resolution
- Get to know the key customers in the regions you are mainly responsible for; maintain good connections with them by proactive and clear communication
- Through experience, independently assign priorities to reported issues
- Gain knowledge of the systems which the customers in your region use; do your part in documenting this knowledge and Customer Support procedures in our knowledge management platform

Who you are
- You have strong customer service/support attitude, ideally experience in a similar Merchant and Technical Partners Support Agent role
- You have strong skills in MS Office (especially MS Excel/Outlook)
- Experience in the Card Payment industry will be a strong asset

What you will need to bring to planet
- You are fluent in English and another language, verbal and written (native level)
- Must be a good communicator
- Ability to adapt to an ever-changing market place

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.

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.