Field Service Technician

Duties and Responsibilities: • Being the first point of contact according to defined service levels and operating hours. • Provide local 1st line support to Global Blues customers (merchants). All contacts (i.e. incidents, requests…) must be logged in an accurate and timely way as per defined Merchant Services processes. • Operate the Issue Tracking System and the related processes including communication and escalation structures. • Doing field service to solve or escalate all incidents and requests in a predefined, accurate and timely way. • Install, Maintain, Deinstall, Change of Global Blue Issuing Solutions according to Merchant Services processes and procedures. • In coordination with the sales team, provide training and after sales support related to the Issuing Solutions (onsite, or by phone). • Maintain, operate and keep the local inventory accurate and provide inventory access/reports to Global Blues Merchant Solutions team. • Costs to be in line with budget. Skills and education: • IT or Technology education. • 2 – 5 years’ experience in a similar position. • Technical background as IT Service Desk or Technical Support (First Level); • Understanding of Pc, Operating Systems, Networks and Point-of-sale related technology and transactional systems. • Familiar with Ticketing Systems. • Experienced on Payment Systems/Solutions is a plus; • Proven understanding of customers’ needs and able to provide solutions or escalate issues. • Strong customer service orientation. • Independent and self-motivating personality, able to work under remote management. • Strong resolution orientation, interpersonal, communication and organization skills. • Ability to work in team and present ideas clearly and concisely. • Good English language skills (oral & written)