Job Details
**Customer Support Agent**
We are recruiting a **Customer Support Agent** to join our expert customer support team . You will be responsible for delivering high-quality technical & administrative support to our clients. Employment Type:
EmployeeContract Type:
PermanentLocated in our Chicago, Delaware or New York office. This role is open for full-time remote-working within the US.
**What you will do**
+ Deliver a high level of support based on incidents and service requests received via phone and e-mail, on our 24/7 Follow-the-Sun service support model.
+ Ensure that all support requests are documented.
+ Maintain the incident tracking system updated through all steps of the ticket life cycle; from the input of the issue through to its resolution.
+ Associate incidents to known errors or problems and allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.
+ Maintain a high degree of customer service; provide status updates to customers and verify the quality of service when incidents are closed.
+ Manage and safeguard the confidentiality, performance and availability of our business applications.
+ Systems Output Assessment Routine (Morning Checks, 0-call list); Decommissioning Process Enforcement. ?**Who you are**
+ Experienced customer support professional.
+ To be service-minded, an active listener and results-oriented.
+ Experience using ticketing systems and disposition tools, MS Office, Internet, Outlook.
+ Knowledge of Linux and SQL is an advantage.
+ Strong communication skills both verbal and written; ability to communicate with both technical and non-technical users.
+ Be pro-active, with a well-organized attitude in all areas of customer support.
+ Ability to prioritize work appropriately.
+ Experience in the Card Payment Industry is an asset.
+ Proficient in Spanish, both verbal and written is an advantage.**Your Skills and Our Values**
We Search for Better - We Celebrate Differences - We Go Beyond Expectations - We Grow Together
**Company Background**
Planet is a revenue generating payments service and technology provider. Planet helps businesses meet the needs of their customers by simplifying complex payments, helping people spend freely.
Founded over 30 years ago in Ireland, Planet now employs over 1,600 staff in more than 60 markets on five continents. Serving over 600,000 merchants and 100 partner banks, Planet manages in excess of 800 million transactions worth more than 45 billion in value.
Planet helps Merchants in the Retail, Hospitality, Food & Beverage and Parking sectors deliver an exceptional customer experience by simplifying complex payments, helping people spend freely in-store, on-site or online.
Planet provides full stack payments on a single platform offering acquiring, VAT Refund and Currency Conversion services.
Planets ambition is to generate revenue for our customers through highly differentiated, digital payment services. Underpinning this is a continued passion to retain its cultural DNA.
Planet Payment was acquired by Planet for $250 million in 2017, and 3C Payment in 2020. Planet is part of the Eurazeo portfolio of growth companies.