Customer Support Operator
3C Payment
Luxembourg
il y a 4j

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)
  • Key Attributes

  • 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
  • OTHER INFORMATION

    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.

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