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;
To keep Globalblue's refund counters operating normally, equipment troubleshooting and maintenance are performed routinely, and on-site support is provided during emergencies regardless of weekends or holidays.
Install, Maintain, Deinstall, Change of Global Blue Issuing Solutions according to Merchant Services processes and procedures;