Field Service Specialist, West

Purpose of the role

Global Blue is a global company operating, amongst others, in the field of VAT refunds to travellers, and is a leading company with the largest amount of TFS transactions in Japan.

Field Service team is responsible for providing frontline user and customers support to our fast-growing business in Japan.

As Field Service Specialist, you will be responsible for proper diagnosis of any IT related issue, and escalation to central teams if and when needed.

You should be a highly skilled implementation specialist to customize and install software systems for our clients. In this role, you will support on the installation, upgrade and / or migration to latest software applications, and answer questions relating to implementation.

This is client facing role with the purpose to build and maintain strong client relationships ensuring customers satisfaction and smooth efficient support.

You will also participate in the projects offices maintenance, moves or extensions.

For onsite support, the position may require travels mainly across Japan, and also shift work will be available on weekends, holidays, and night time.

Responsibilities

• Being the first point of contact from the merchants, including Local Support Centre managing;
• Provide local 1st line support to Global Blues customers (merchants) and Refund Offices. All contacts (i.e. incidents, requests / work orders…) have to 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 remote);
• Creating technical specifications and user manual documents for solutions / services;
• Maintain, operate and keep the local inventory accurate and provide inventory access / reports to Finance team;
• Once project is ready for pilot by the Development team, you will participate on the pilot and rollout plan.
• Ability to Multitask : The goal of providing good customer service is to make each client feel like they’re the only customer that matters, so multitask is key for this perception.
• Support release, testing and software packages implementation out of business hours if required, to reduce impact for our merchants.
• Participate in the On Call Duty service as per timeline schedule.
• Costs to be in line with budget.
• Maintenance and operation of office equipment (Shared servers, routers, employee computers, copy machines, etc.)

Qualifications and education requirements