Retail System Support Analyst
We are Planet
Planet is a large international cross-border digital fintech payments company, operating in over 60 countries across the world and providing a range of services to over 300,000 luxury merchants and 100 acquiring banks. We have grown rapidly over the last seven years and increased seven times in value over this period based on a combination of both organic and acquisition-led growth. The travel and tourism market that we operate in continues to show consistent growth, underpinned by megatrends such as the expansion of middle classes across the world and the desire for Asian shoppers in particular to purchase authentic luxury goods outside their home countries.
This growth is set to continue, with ambitious plans to double the business in three years delivering market share expansion in a growing market. Now, with over 1,500 employees spread across five continents, we are an international payment services provider.
About the Role
The Retail System Support Analyst will provide technical and project support to retailers/merchants requiring assistance with POS solutions and POS terminal management.
The POS Support Team deal with any technical issues that arise in our POS solutions. This position is expected to work closely with Customer Services and Sales to ensure merchants and tourists receive a quality experience in VAT Refunding and DCC operation.
The POS Support Team will continually strive towards delivering consistent service levels and exceed customer expectations.
What you will do
POS Equipment: Delivery and setup of POS solutions for defined retailers.
Support: Acting as 1st line support for all incidents relating to point of sale solutions. Carrying out initial diagnosis and resolving where possible, back office investigation where required and escalating when necessary at all times keeping customers appraised of status and progress. Analyse customer problems and formulate plans of resolution.
Quality Control: Monitor and report on quantity of merchant queries as well as quality of response, including telephone and e-mail queries.
Technical: Acquire an expert technical knowledge of products, applications and processes in order to deal with all technical queries.
Testing: As part of the review of defined accounts the Retail System Support Analyst will also be tasked with ensuring the full operation of other integrated systems and reporting back issues raised to the POS Technical Support team.
Training: Provide face-to-face internal training on terminals and PTF solutions (Windows and Tablet applications) as required by the Sales Director/Country Manager.
New store start-ups: Alongside the sales team assist in all aspects of the new store start- up process. This will involve processing new store setup requests through the agreed setup procedure and dispatching within the defined Service Level timeframes.
Accountability: Be fully familiar and understand authority level and ultimate accountability of this role. Liaise regularly with Retail System Support Specialist and other relevant local stakeholders to ensure full compliance as the levels are dynamic as the business grows.
Performance Management: Participate in the Company’s Performance Management System and ensure full compliance with all policies and procedures, reporting systems and Company Values at all times.
Who you are
Experience of working in a Customer facing role
Previous retail experience preferred
Basic knowledge of network infrastructure (IP/PSTN/GPRS)
Experience of PC , tablet , web applications (PDQ break/fix processes a plus)
What you will need to bring to Planet
A “common sense” approach
Good Microsoft Office and Windows operating system experience
Ability to work alone
Must be polite, well-spoken and articulate.
Medium English written and spoken
Willing and capable to take on responsibility.
Must be able to make decisions.
Must be able to verbally communicate well and enjoy delivering basic process and equipment training to non-users.
Ability to understand a working environment with in a fast growing global company
Proven time management with the ability to deliver to tight deadlines
Proven initiative and common sense
Your skills and our Values
We search for better
You are creative, curious and look for new ways of doing things
Creative intelligence is your key competency
We celebrate differences
You are appreciative of people, and recognise the strength in others
You inspire through appreciation
We go beyond expectations
You are bold, open with your ideas, and are at your best every day
You drive for results
We grow together
You are collaborative, you care and you are humble
You build the best teams, bringing people together
Find out more here: www.planetpayment.com
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Tel: +353 1 5311 280
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