Paymenttools is on a mission to transform the payment landscape for retailers in Europe. With more than 4,4 billion visitors per year in our more than 15,000 REWE Group stores and travel agencies in 21 countries we know exactly what consumers and merchants need when exchanging goods for money. We strongly believe in making payments seamless and invisible, linking them with value added services within the framework of a reliable identity service. Our mantra: #wesolvepayn. We blend cutting-edge technology with stringent security to protect sensitive payment data while nurturing innovation in a cloud-native tech environment.
You will join our small but mighty team formalizing processes and procedures to further develop our Customer Support function. Problem solving, organization, and autonomy are essential to this role! Your expertise will contribute to an enjoyable customer experience! As a Customer Support Specialist at Paymenttools, you will have the opportunity to learn all things payment solutions and our products.

YOUR EXPERIENCE

• Language: excellent communication, written and verbal, in German and English
• You are experienced in Customer Support and can showcase the ability to create, implement and improve processes and documentation
• You are friendly, confident and enjoy dealing with customers and coaching colleagues
• You are technically adept, confident in navigating ticket systems and enjoy familiarizing yourself with new systems
• Clear communication and proactiveness are two skills that will make you successful in this role

• You will further develop and implement best practices for our growing Customer Support Team. This will be the main focus of your position with the goal of continually improving and professionalizing the team.
• Proactively improve and implement changes in our ticketing system
• You will develop and implement team KPIs to measure the success of the team and promote top notch customer care
• Own vendor management with any third party service providers
• You process and create fault reports and service requests in our ticket system, Jira, ensuring they are processed and resolved in a timely manner
• Document customer inquiries and create instructions and manuals (supported by our technical writer)
• You will also support and be hands on with answering and triaging customer inquiries by phone and email
• Cross collaboration is key. You will work with our product, customer success and sales team to solve customer issues and improve processes