Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.
The Opportunity
At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you are a highly-skilled customer service advisor, then get ready to join our company.
Worldline’s largest customers (White-labels) on our e-commerce platform generate a substantial level of IT related workload considering their specific needs and therefore request extra attention. This extra relationship layer consists of playing a dedicated role at different business levels (Sales, IT, Operations and Product Management, …).
Day-to-Day Responsibilities
Change Requests/Projects/Bug fixing:
* Act as a Technical Point of Contact for Change Requests/Projects/Bug fixing and liaise with Worldline and customer Technical/Functional Analysts.
* Reduce unnecessary technical workload by challenging product design and development phase.
* High-level understanding of Worldline’s platform architecture and constraints to advise customers accordingly.
* In-depth knowledge of customer specific integration or developments, in order to advise customer and internal experts about the impact of new change requests.
* Act as Coordinator for technical side of the projects in close collaboration with the CSM, owner of the overall project.
* Escalate issues and assign service requests to best possible resources when required.
* Proactive technical consultancy and advise Sales responsible on upselling possibilities.
* Drive improvements and efficiencies for a better Customer Support for your White Label in collaboration with the CSM.
* Give guidance to L1 Customer Support.
Relationship Management:
* Build and lead active relationships with key technical contacts at both Customer and Worldline’s side.
* Act as an escalation point during business hours for IT matters.
* Maintain up-to-date list of Customer specificity to ease impact analysis for further changes to the platform.
* Represent Worldline in the technical operational meetings with the customer in collaboration with the CSM.
* Regularly visit the clients’ site.
* Participate and prepare different recurring meetings with your customer.
Support to operational teams:
* Pro-active communication on changes, bugs, etc.
* Follow-up & support of issues escalated to IT teams by Merchant Care.
* Follow-up & support of testing by customer’s teams after development phases.
* Follow-up & support go live moments with customer.
* Defend and represent customer for bug fixing and changes during IT meetings in collaboration with the CSM.
* Follow-up of defect resolution resulting from testing by customer’s teams after development phases.
* Ensure post-incident technical briefing of the customer, based on IT teams input.
* Support communication and follow-up of Release management in close collaboration with CSM.
* Support on incident management.
Reporting to Team leader L2 Client Ops Engineer & Technical Consultants, part of Merchant Care Team Client Services SMB.
Who Are We Looking For
* Preferably 1-2 year(s) of working experience in a similar position/environment.
* Excellent knowledge of English and French.
* Very good relational and communication skills (both written & spoken).
* Pro-active & "Can-do" attitude.
* Critical mindset & problem solving.
* Team player.
* Good knowledge and general computer culture.
* Know what is an API, REST architecture, comfortable with Postman or equivalent tool.
* Know how to read/write JSON.
* Front-end knowledge (HTML/ CSS / JS).
* Knowledge of SQL (fairly basic, doing selects and joins in SSMS).
* Have already worked with logging tools (Loki or equivalent).
* Background developer with the objective of knowing how to understand, analyse and correctly escalate technical issues.
* Notions of computer security (principles of authentication, cryptography, etc.).
At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:
* Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
* Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
Shape the evolution
We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on society. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.
We are proud to be an Equal Opportunity employer.
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