Customer Service Support Agent With Italian

Merchant And Technical Partners Support Agent

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

As a Merchant and Technical Partners Support Agent, you will be responsible for delivering high-quality technical & administrative support to Planet Merchants and Technical Partners, mainly by phone and email.

The Merchant and Technical Support Team is the first port of call for Merchants and deal with any technical issues that arise in our products and services.

You will work as 1st line Support, along with other regions of the world to ensure all merchants receive a quality experience in DCC, Tax Free and Payment operation, 24/7.

Provide first line technical and administrative analysis and resolution to issues raised by our customers, and creating escalations to other departments when necessary

Maintain the incident tracking system through all the steps of the ticket life cycle, from the input of issue through to the resolution

Get to know the key customers in the regions you are mainly responsible for; maintain good connections with them by proactive and clear communication

Through experience, independently assign priorities to reported issues

Gain knowledge of the systems which the customers in your region use; do your part in documenting this knowledge and Customer Support procedures in our knowledge management platform

Manage and safeguard the confidentiality, performance, and availability of our business applications

You have strong customer service/support attitude, ideally experience in a similar Merchant and Technical Partners Support Agent role

You have strong skills in MS Office (especially MS Excel/Outlook)

You have basic IT knowledge beyond Office suits is an advantage, but a desire to continuously learn and apply new knowledge is a requirement

Experience in the Card Payment industry will be a strong asset

You are fluent in English and Italian, verbal and written (native level)

Must be a good communicator

Ability to adapt to an ever-changing market place

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.