Coordinator of Technical Expert Team
il y a 1 semaine
The Opportunity
Your main responsibility is to lead the Technical Expert Team Level 2 and support the Worldline Client Operations department within Customer Care Benelux & Western-Europe Organisation, together with your colleagues. In your role you will uphold the Customer Care Strategy and report to the Technical Customer Care Manager, in Brussels. Ideally you are a technical engineer with a proven track record in L2 support and coordination. Any previous experience in the payments industry is a plus.
You will also act as Point of Escalations, take the lead in customer escalations, and drive them towards fast and commercially sensible solutions. In case of incidents, you will provide root cause analysis, lessons learned, and act as a liaison between Customer Care and Platform Operations, continuously improving cooperation and streamline processes. You thrive in a fast-paced and challenging multinational environment.
The Team
You will be coordinating and be part of the L2 Technical Expert Team within the Customer Care Benelux & Western-Europe Organisation. In Customer Services we want to deliver service with zero effort in a personalised, empathic and proactive manner thus creating value to our Customers. You will closely collaborate with peers, other departments, external partners from Technical Teams, Technical Consultants, Customer Service Intelligence Department, Sales, Training, Communication team as well as stakeholders across Worldline entities. As we are committed to continuous improvement, we are always looking for new ways to improve our Service towards the Customer. You will experience this opportunity in your everyday life as a Worldliner.
**Your day-to-day responsibilities include**
- Coordinate team and oversee day to day team’s operations
- Delegate tasks and set project deadlines in collaboration with your manager
- Create a healthy and motivating work environment and atmosphere within your team
- Treat incoming more challenging technical support requests
- Handle tickets assigned to the team, and when necessary, assess if escalation is required and follow-up with development or systems teams
- Take part to business hours and possibly after hours support as technical expert
- Communicate clearly and efficiently towards all your stakeholders
- Assist merchants with their accounts and provide high quality support
- Ensure the continuity of our merchants’ business by responding quickly and taking the correct measurements on day-to-day questions on the services provided by Worldline e-Payments
- Actively collaborate in project works with the Service Readiness manager & Training Department to get the experts trained and ready
- Closely interact with other departments (Product, Development, Sales, Marketing)
- Assist in amending/writing internal documentation and ensure knowledge transfer inside the team
- Support L1 agents by providing technical training and coaching when necessary
- Management skills: you will be the go-to person in absence of your manager
**Signs of success**
As **Coordinator of **Technical Expert Team - Customer Care Support L2 **you ensure operations run smoothly in synergy with your team. Through collaboration with our external partner and other departments in the business, you build your reputation as a trusted partner & expert.
- Your expertise & technical savviness is a key-success driver
- Logical acumen, good analytical and integrative thinking.
- Ability to quickly understand complex matters
- You try to find the root cause of recurring business or workplace issues to identify effective solutions
- Ability to work in a matrix-based organization, both reporting to a line manager and to functional managers
- Problem solving and solution oriented, you like to see things completed as expected by the team
- Ability to manage own activities and reports issues and important milestones on time
- Take ownership and escalate appropriately to your management, know when to report issues and important milestones
- The T of Teamwork: you are aligned all the time to take over or delegate when needed
- Plan and organize team activities / events with your leadership peers
- Empowerment : sharing and increasing technical knowledge within other technical departments
- And last but certainly not least: A heart for Customers
**Skills we can't do without**:
- Communicating skills: Fluent in English
- Profound technical / IT knowledge - ITIL basic
- A good mix of hands-on expertise in the following technologies is preferred: Web development basics (HTML/XTHML, JavaScript, CSS, HTTP, XML) + Json (Connect/ Direct); SQL Server and T-SQL query language (as developer); ASP 3.0;.Net 3.5/4.0+ technologies (VB.Net/C#, ASP.Net, WCF, MVC, Linq); J-Query library
- Windows environment (server and client)
**Skills we'd like**:
It would be great if you have the following skills, too:
- Functional or technical background in the Banking/Finance/Payments
- Interests in the Payments and e-Commer
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