Technical Support Specialist (Tier 2) at Staffgreat / America Jobs

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Technical Support Specialist (Tier 2)

at Staffgreat in Portugal

A leading hospitality payment service platform is looking to grow their multilingual Lisbon Team. They dont just provide world class commerce and payment services, they generate revenue for our customers and help them grow. In the early days, they set out to simplify the complex payment process of VAT refunds for international shoppers in Europe. Fast-forward to today, and their single payments platform is unique in the industry the only one that offers acquiring, processing, digital wallets, VAT refunds and currency conversion services.
Your Role
The Technical Support Specialist engineer must provide a turnkey support role to all installed base customers, on the multiple platforms/services we host and serve.
As a technical engineer, must be ready to engage on all types of Tier2 related enquires, by quickly and effectively gather the necessary information to put in motion the according issues root cause investigation, and either resolve the customers issue or
redirect/escalate to the correct upper Tier levels within the organization
As the second point of contact for customers, Technical Support Specialist engineer must provide all types of assistance, to those experiencing technical issues with the systems platforms that Hoist have accepted contractual responsibility for, including among others, remote troubleshoot/analyses, and proper systems operational assessments, striving to provide the highest level of technical customer service to the customer whilst demonstrating excellent levels of technical skill to resolve issues accurately and quickly.
Provide Tier2 support levels via phone, email, tickets, or other needed methods on our managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case status
Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment
Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery
Your Qualifications
Great English (C1), knowledge of German, French, Italian, Spanish or Portuguese is an advantage
Excellent analytical and problem-solving skills, with the ability to multitask, with solid
troubleshooting experience
Exceptional customer service and confident communication skills, customising your
interaction to the individual customer personalities and contexts
Solid technical background in Engineering for TCP/IP | Networks (Switching, Routing)
Experience in network operations or on field operations
Familiar with all types of production environments and common industry brands & variants
of hardware assembly and configuration
Solid knowledge of MAN & LAN (Layer 2 & Layer 3)
Experience with all types of Wireless Networks (802.11x)
Able to work with non-technical customers and technical customers alike
Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)
B.S. or equivalent science/IT degree is a big plus
The Offer
Excellent base salary
Great office location in the centre of Lisbon
Possibility of hybrid work after the onboarding & training
Multicultural Team with great career progression opportunities
Work with some of the worlds leading Hotel Brands
Lunch allowance + Private Health Insurance provided
3 shift patterns most of the time you will work either 07h-16h or 13h-22h, 40h per week
Night shift is rarely needed and there are employees that prefer it, but if needed it is 22h-07h
Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment
Benefits
Great base salary
Hybrid work
Paid Training

Reference : Technical Support Specialist (Tier 2) jobs

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