Field Service Technician

Duties and Responsibilities:
•
Being the first point of contact according to defined service levels and operating hours.
•
Provide local 1st line support to Global Blues customers (merchants).
All contacts (i.e. incidents, requests…) must 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.
•
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 by phone).
•
Maintain, operate and keep the local inventory accurate and provide inventory access/reports to Global Blues Merchant Solutions team.
•
Costs to be in line with budget.
Skills and education:
•
IT or Technology education.
•
2 – 5 years’ experience in a similar position.
•
Technical background as IT Service Desk or Technical Support (First Level);
•
Understanding of Pc, Operating Systems, Networks and Point-of-sale related technology and transactional systems.
•
Familiar with Ticketing Systems.
•
Experienced on Payment Systems/Solutions is a plus;
•
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 in team and present ideas clearly and concisely.
•
Good English language skills (oral & written)