Key Responsibilities

•To respond to inbound technical helpdesk tickets and answer inbound technical helpdesk calls within the agreed targeted timescales.

•Provide the best possible standard of customer service ensuring regular progress updates and effective communication on ticket resolution.

• Coordinate and supervise the support team, supervising the performance of L1 and L2 agents..

•To assist the merchant/customer with a resolution using the Worldline tools provided, and to ensure that these tools are effectively managed and updated.

•To follow the correct path of escalation where assistance or referral is required adding all needed information, such as traces, logs and first level of analysis and, to be accountable for the result of your own actions or decisions.

•To communicate the scheduled maintenances to the customers at least five days prior to the date on which the intervention is scheduled.

•Trigger a communication through an Incident notification (StatusPage) as soon as a payment incident has been detected, as well as to escalate to level 2 support the payment outage raised by customer.

•To comply with security policies including PCI-DSS.

•To keep service manuals and guides as update and accurate as possible.

•To provide the best possible attendance and reliability, whilst showing flexibility with working hours and workloads

Job description

•At least 1-2 year(s) of working in IT and/or POS support / helpdesk. (preferably in the payment industry)•

•Knowledge in payment systems.

•Experience in interpreting application logs (valuable)•

•Training in PCI, Visa, Mastercard regulations (valuable)•

•Experience Microsoft Office tools, especially Excel intermediate level formulation, filters and pivot tables.

•Knowledge and experience in AS400 Knowledge and experience in AS400 (valuable)

•Computer knowledge of server connections and VPN access. (valuable)•

•Experience in Ticketing tools

•Experience monitoring/managing alerts. Supervision of system monitors and alerts, carrying out the appropriate procedures in case of outage. (valuable)

•Excellent knowledge of Spanish and fluent in English is a must (written & oral) Level test must be carried out by the partner.•

•A healthy balance in following different processes and procedures is a must.•

•Understanding of workflow of other departments (Sales, Finance, Onboarding, Product, Development…) (valuable)•

•Proactive Service and Solution minded, able to go extra mile. 

•Communication and interlocution skills at different levels.•

•Capacity for resilience and flexibility: change priorities according to the needs of the moment.

Competency/Skill Requirements:  

·Able to communicate with customers, internal and external, through written medium and on the telephone in a professional manner relaying technical detail in a straightforward and easy to understand way.

·Able to work in a team environment and work to the technical helpdesk targets and objectives.

·Ability to analyse problems and suggest solutions using “problem solving” tools provided.

·Able to manage own workloads.

·Ability to be flexible and work to changing priorities demanded by the customer requirements.

·Able to deliver high levels of Accuracy and Quality in both problem resolution and root cause analysis.

Soft Skills: 

·Excellent communication and problem-solving skills.

·Excellent written communication skills and exceptional telephone manner.

·Teamwork.

·Analytical ability

·Meticulous

·Methodical, decisive, proactive, responsible, organized person.

·Adaptability (Flexibility, resilience, growth mindset, analysis

·Proactivity

Computer/IT Skills:  

•Must have experience working with a PC.

•Proficient with all Microsoft tools (in particular Outlook and Excel).

•Experience using an IT helpdesk ticketing tool preferable (Salesforce is a plus)

•Knowledge and experience in AS400

•Experience/knowledge in network (TCP/IP, SSL, ...) is valued.

•Experience/knowledge in DB: SQL language/queries (Data extraction from the database) and Visual plugin is valued.

Education Qualifications / Experience:

·At least high school (Obligatory Secondary Education).

·Experience working in a technical IT helpdesk and customer service environment preferable.

·Experience/knowledge of TPVs at the hardware level.

·Experience/knowledge in Payment Channels.