Job Description

Responsibilities

• Being the first point of contact from the merchants, including Local Support Centre managing;
• Provide local 1st line support to Global Blues customers (merchants) and Refund Offices. All contacts (i.e. incidents, requests/work orders…) have to 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;
• To keep Globalblue's refund counters operating normally, equipment troubleshooting and maintenance are performed routinely, and on-site support is provided during emergencies regardless of weekends or holidays.
• 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 remote);
• Creating technical specifications and user manual documents for solutions / services;
• Maintain, operate and keep the local inventory accurate and provide inventory access/reports to Finance team;
• Once project is ready for pilot by the Development team, you will participate on the pilot and rollout plan.
• Ability to Multitask: The goal of providing good customer service is to make each client feel like they’re the only customer that matters, so multitask is key for this perception.
• Support release, testing and software packages implementation out of business hours if required, to reduce impact for our merchants.
• Participate in the On Call Duty service as per timeline schedule.
• Costs to be in line with budget.
• Maintenance and operation of office equipment (Shared servers, routers, employee computers, copy machines, etc.)

Qualifications and education requirements

• IT or Technology education;
• 4+ years’ experience in a similar position;
• Technical background as IT Service Desk or Technical Support (First Level);
• Understanding of client-server telegram and transaction systems.
• Familiarity with Windows and its peripherals and networking.
• Familiar with Ticketing Systems;
• Experienced on Payment Systems/Solutions is a plus;
• Excel VBA programming skill is strongly required in order to automate various daily processes;
• 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 independently and as part of a team and present ideas clearly and concisely;
• Strong analytical and problem-solving skills.
• Excellent organizational, time management and customer service skills, with detail oriented.
• Native Japanese language skills (oral & written)
• Fluent English language skills (oral & written)
• Conversational Chinese skills would be a plus.