Customer Support Agent

Role Overview We are seeking an experienced Customer Support Operator to join the team based in Brazil and working remotely from home. You will be responsible for delivering high-quality technical & administrative support to our customers in English, Spanish and Brazilian Portuguese.

Our team operates on a 24/7 'Follow-the-Sun' service support model across the globe. This role implies day 5-days per week shifts, including some weekends on a rotation base. What you will do:

Deliver a high level of support based on incidents and service requests received via phone and e-mail. Ensure that all support requests are documented. Maintain the incident tracking system updated through all steps of the ticket life cycle; from the input of issue through to its resolution.

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

Systems Output Assessment Routine (Morning Checks, 0-call list); Decommissioning Process Enforcement. Who you are Experienced customer support professional. Proficient in English and Spanish, both verbal and written.

To be service-minded, an active listener and results-oriented. Experience using ticketing systems and disposition tools, MS Office, Internet, Outlook. Knowledge of Linux and SQL is an advantage.

Strong communication skills both verbal and written; ability to communicate with both technical and non-technical users. Be pro-active, with a well-organized attitude in all areas of customer support. Ability to prioritize work appropriately.

Experience in the Card Payment Industry is an asset. Your skills and our Values We search for better. You are creative, curious and look for new ways of doing things Creative intelligence is your key competency We celebrate differences.

You are appreciative of people, and recognise the strength in others You inspire through appreciation We go beyond expectations. You are bold, open with your ideas, and are at your best every day You drive for results We grow together. You are collaborative, you care, and you are humble You build the best teams, bringing people together Other Information The position will be remote - work from Home.

The remuneration structure for this position is competitive. Planet is an equal opportunity employer, and this position is open to all applicants. About Planet:

Planet is a global technology leader, providing integrated software, payment solutions, and omnichannel commerce solutions for the hospitality and retail industries. We are committed to helping our customers streamline their operations, enhance customer experiences, and drive revenue growth. Join Planet and be part of a company that values innovation, collaboration, and customer success. Apply now and take the next step in your career as a Key Account Manager with Planet For more information about our company, visit Planet's About page.