ROLE & RESPONSIBILITIES
The successful candidate will be based in Luxembourg and will play a crucial role in the operations and performance of the organization.
The role of Customer Support Operator is a technical and administrative role centered around 3C Payment customers mainly by phone and email.
The ideal Customer Support Operator will :
Deliver a high level of support based on incidents and service requests received from various routes including telephone and e-mail;
Ensure that all requests are documented; Maintain the incident tracking system updated through all steps of the ticket life cycle;
from the input of issue through to the resolutions;
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;
Preserve and grow the knowledge of help desk procedures, products and services and help to document all identified solutions in the Knowledge Management platform.
Decommissioning Process Enforcement (including 0-call lists)
Service minded, active listening, attention to detail and result oriented profile;
Strong communication skills both verbal and written; ability to communicate verbally and in writing with both technical and non-technical users;
Pro-active and well-organized attitude in all areas of customer support.
Be able to prioritize work appropriately;
Curious for IT and self-learner, proven experience in Linux and SQL are considered great assets;
Ability to use ticketing system and disposition tools, MS Office, Internet, Outlook;
Skills & Experience
Fluent in English both verbal and written.
Any of these extra European languages will be a strong advantage : German, French, Swedish, Italian, Spanish, and Portuguese.
MS Office Mastered (especially MS Excel / outlook)
Experience in Customer relationship
Experience in Card Payment Industry is an asset
The remuneration structure for this position is : Competitive base + Benefits. 3C Payment is an equal opportunity employer and this position is open to all applicants.