Being the first point of contact from the merchants, including Local Support Centre managing;
Provide local 1st line support to Global Blues customers (merchants) and Refund Offices. All contacts (i.e. incidents, requests/work orders...) have to be logged in an accurate and timely way as per defined Merchant Services processes;
Operate the Issue Tracking System and the related processes including communication and escalation structures;
Doing field service to solve or escalate all incidents and requests in a predefined, accurate and timely way;
To keep Globalblue's refund counters operating normally, equipment troubleshooting and maintenance are performed routinely, and on-site support is provided during emergencies regardless of weekends or holidays.
Install, Maintain, Deinstall, Change of Global Blue Issuing Solutions according to Merchant Services processes and procedures;
In coordination with the sales team, provide training and after sales support related to the Issuing Solutions (onsite, or remote);
Creating technical specifications and user manual documents for solutions / services;
Maintain, operate and keep the local inventory accurate and provide inventory access/reports to Finance team;
Once project is ready for pilot by the Development team, you will participate on the pilot and rollout plan.
Ability to Multitask: The goal of providing good customer service is to make each client feel like they're the only customer that matters, so multitask is key for this perception.
Support release, testing and software packages implementation out of business hours if required, to reduce impact for our merchants.
Participate in the On Call Duty service as per timeline schedule.
Costs to be in line with budget.
Maintenance and operation of office equipment (Shared servers, routers, employee computers, copy machines, etc.)
Qualifications and education requirements
IT or Technology education;
4+ years' experience in a similar position;
Technical background as IT Service Desk or Technical Support (First Level);
Understanding of client-server telegram and transaction systems.
Familiarity with Windows and its peripherals and networking.
Familiar with Ticketing Systems;
Experienced on Payment Systems/Solutions is a plus;
Excel VBA programming skill is strongly required in order to automate various daily processes;
Proven understanding of customers' needs and able to provide solutions or escalate issues;
Strong customer service orientation;
Independent and self-motivating personality, able to work under remote management;
Strong resolution orientation, interpersonal, communication and organization skills;
Ability to work independently and as part of a team and present ideas clearly and concisely;
Strong analytical and problem-solving skills.
Excellent organizational, time management and customer service skills, with detail oriented.
Globalblue · Japan