Implementation & Application Support

Experteer Italy; Gallarate; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading company in the payment solutions sector is seeking a Technical Account Manager in Gallarate, Italy. The role involves driving incident resolution, collaborating with customers, and supporting projects. Ideal candidates will have a solid understanding of payment processes and excellent communication skills.

Competenze

• Experience in hotel & hospitality is a plus.
• Hands-on experience in supporting business applications.

Mansioni

• Drive incident resolution within SLA timeframes.
• Support various projects and pre-sales activities.
• Troubleshoot payment systems issues.

Conoscenze

Customer Orientation

Analytical Thinking

Collaboration

Communication

Flexibility

Descrizione del lavoro

Responsibilities

• Incident Resolution: Efficiently drive incident resolution together with Customer and L2 support teams within the Service Level Agreement (SLA) timeframe.
• Collaboration: Work closely with customers, partners, and internal departments, acting as Technical Account Manager for your regional portfolio.
• Project and Pre-Sales Support: Provide support in various projects and occasionally assist in pre-sales activities.
• Testing and Deployment: Participate in and facilitate User Acceptance Testing - UAT as part of release deployment.
• Communication: Maintain effective communication channels with all involved parties to ensure smooth operations.
• System Log Review: Review logs from Hotel Property Management Systems (PMS) and Retail Point of Sales (POS) databases.
• Payment System Troubleshooting: Troubleshoot together with L2 teams issues related to payment systems across hotel and retail environments, including payment gateways, and escalate to partners when necessary.
• Performance Measurement: Measure and improve the end-to-end performance of Global Blue’s payment-related services against agreed SLAs and business targets.

Main KPI’s

• Service Level Agreement (SLA) Compliance: Percentage of services meeting or exceeding SLA targets.
• Implementation Completion Rate: Percentage of implementations completed on time and within scope.

Competencies

• Business Acumen: Solid understanding of card payment flows and financial transaction handling.
• Merchant Acquiring Knowledge: Solid knowledge of merchant acquiring processes.
• Hotel Experience: Experience in hotel & hospitality is a plus.
• Application Support: Hands-on experience in supporting business applications in large or medium-scale environments.
• Collaboration Skills: Proven experience in working with software development teams or outsourcing contractors.
• Payment Gateway Solutions: Advanced understanding of payment gateway solutions, including tokenization and e-commerce.

Skills

• Essential Skills: Language, IT, and behavioural skills are crucial for the recruitment process.
• Strategic and Analytical Thinking: Demonstrates strategic thinking with an entrepreneurial spirit, strong analytical and problem-solving abilities.
• Customer Orientation and Innovation: Actively seeks innovative ways to improve processes and user experience.
• Requirement Translation and Communication: Ability to collect, clarify, and translate business requirements into documentation and conceptual design, with excellent verbal and written communication skills.
• Presentation and Collaboration: Strong presentation skills, ability to engage audiences, and effective collaboration with others to reach mutually agreeable outcomes.
• Independence, Teamwork, and Time Management: Ability to work independently and as part of a team, with effective time management skills and ability to meet deadlines.
• Positive Attitude and Multicultural Communication: Possess a "can do" attitude and positive outlook, with the ability to communicate effectively in a multicultural, multinational environment and mobilize cross-functional high-performance teams.
• Flexibility: Prepared to travel regionally and willing to work outside office hours.

Summary

• Location: Italy - Gallarate
• Type: Full time