Business Services Support Specialist (m/f) - WORLDLINE

Worldline [Euronext: WLN] is the European leader in the payment and transactional services industry. With innovation at the core of its DNA, Worldline’s core offerings include pan-European and domestic Commercial Acquiring for physical or online businesses, secured payment transaction processing for banks and financial institutions, as well as transactional services in e-Ticketing and for local and central public agencies. Thanks to a presence in 30+ countries, Worldline is the payment partner of choice for merchants, banks, public transport operators, government agencies and industrial companies, delivering cutting-edge digital services. Worldline’s activities are organized around three axes: Merchant Services, Financial Services including equensWorldline and Mobility & e-Transactional Services. Worldline employs circa 11,000 people worldwide, with estimated pro forma revenue of circa 2.3 billion euros on a yearly basis. worldline.com

SIX Payment Services (Europe) S.A., trusted partner of the Luxembourgish financial market, is expert in management of automated payment systems and automated banking & e-banking operations, and is a specialist in setting up IT infrastructures and highly secure IT communication.

Within our organization of 260 employees, we are looking for a:

BUSINESS SERVICES SUPPORT SPECIALIST (m/f)

The successful candidate will be responsible for supporting our clients by delivering a technical support directly and analysing incidents within the helpdesk team to identify trend analysis and report them to the second level support for quick resolution.

Role & Responsibilities

Provide ongoing customer helpdesk support of business applications:

•  Deliver a first level support service receiving incidents and service requests from various routes including telephone and e-mail;
•  Ensure a prequalification of all support tickets and maintain incident tracking system updated from the input of issues through the resolutions, including any necessary escalation;
•  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.

Identify and report issue to second level teams if need exists:

• Associate incidents to known errors or problems;
• Allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.

Provide reporting \ Helpdesk procedures:

• Preserve and grow the knowledge of help desk procedures, products and services;
• Document all identified solutions in the Knowledge Management platform.

Participate in new customer projects.

Required Skills

• Fluent in German, French and English (both oral and written)
• Education level: Bac+2 / Bachelor in Technical Studies
•  At least 2 years experience in remote technical support gained in a similar environment;
•  Experience in the payment industry would be a very strong advantage;
•  Ability to use Ticketing systems and disposition tools, MS Office, Internet, Outlook;
•  Curious, passionate for IT and self-learner;
•  Knowledge of IT networks and Operating Systems is a strong asset;
•  Service minded, active listening, attention to detail and result oriented profile;
•  Ability to communicate verbally and in writing with both technical and non-technical users;
•  Flexibility, ability to work under pressure and stress with customers;
•  Strong organizational and multi-tasking skills;
•  Great adaptability and team spirit.