Field Services Engineer

Please notice that this position is only open to Saudi Nationals.

About us

Global Blue pioneered the concept of Tax Free Shopping (TFS) 40 years ago, and has, since then, become the worldwide industry leader through continuous innovation. Global Blue enables international shoppers to claim up to 20% off their Tax Free Shopping eligible purchase

Role overview

As Field Service/Technical Support Engineer, you will be responsible for proper diagnosis of any IT related issue, and escalation to central teams if and when needed. 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 project’s execution, offices maintenance, moves or extensions.

If you’re excited about working with international stakeholders, delivering impactful product features, and making a real difference in the fast-growing sector of tax-free shopping, we want to hear from you!

Duties and Responsibilities:

• Being the first point of contact according to defined service levels and operating hours.

• Provide local 1st line support to Global Blues customers (merchants).

All contacts (i.e. incidents, requests…) must 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 by phone).

• Maintain, operate and keep the local inventory accurate and provide inventory access/reports to Global Blues Merchant Solutions team.

• Costs to be in line with budget.

Skills and education:

• IT or Technology education.

• 2 – 5 years’ experience in a similar position.

• Technical background as IT Service Desk or Technical Support (First Level);

• Understanding of Pc, Operating Systems, Networks and Point-of-sale related technology and transactional systems.

• Familiar with Ticketing Systems.

• Experienced on Payment Systems/Solutions is a plus;

• Proven understanding of customers’ needs and able to provide solutions or escalate issues.

• Strong customer service orientation.

• Independent and self-motivating personality, able to work under remote management.

• Strong resolution orientation, interpersonal, communication and organization skills.

• Ability to work in team and present ideas clearly and concisely.

• Good English language skills (oral & written)