Field Service Technician
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Key skills for this role
About the Role
Global Blue seeks a Field Service Technician to provide first-line support and field service for merchants in Riyadh. The role involves installing, maintaining, and troubleshooting point-of-sale and payment systems.
Key Skills for This Role
Responsibilities
- Provide local 1st line support to Global Blue's customers (merchants)
- Log incidents and requests accurately in the Issue Tracking System
- Perform field service to solve or escalate incidents and requests
- Install, maintain, deinstall, and change Global Blue Issuing Solutions
- Provide training and after sales support to merchants onsite or by phone
- Maintain local inventory and provide inventory access/reports
Requirements
- 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
- Strong customer service orientation
- Good English language skills (oral & written)
Full Job Posting
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)
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