Employee expert team

Job description

Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry. Worldline delivers new generation services, enabling its customers to offer smooth and innovative solutions to the end consumer. Key actor for B2B2C industries in 20 countries, with over 40 years of experience, Worldline supports and contributes to the success of all businesses and administrative services in a perpetually evolving market.

Worldline offers a unique and flexible business model built around a global and growing portfolio, thus enabling end-to-end support. Worldline activities are organized around three axes: Merchant Services & Terminals, Mobility & e-Transactional Services, Financial Processing & Software Licensing. Worldline employs more than 8,600 people worldwide and generated 1.22 billion euros revenues in 2015. Worldline is an Atos company.
Purpose of the function: 1. 3rd line support for payment terminals and electronic payments in the Netherlands. 2. Provide 3rd line support to dealers in complex issues regarding installations, service as well as integrations (cash registers & vending machines) 3. 3rd line support to our own helpdesk and field engineers 4. Manage and support projects, such as roll-out of new SW and HW at direct customers and through dealers. 5. In-depth analysis of recurrent bug fixes or software improvement by our development team (terminals and terminal management system). 6. Transferring and sharing information and knowledge with internal and external customers Position within the company: You become a member of the Expert Team as part of Customer Services & Logistics of Worldline NL and this support group consists of 6 employees (including this vacancy and manager) The Expert Team works closely with sales (direct and indirect channels) and Service Delivery to guide new and existing projects, products or files with new and existing customers. Executive duties: 1. Telephone support to employees of dealers who need help with installations and / or interventions 2. Support 1st and 2nd line helpdesk staff and field engineers. 3. Written reply to dealers' technical questions (mails). 4. Analyzing more complex issues with direct customers and those of our partners (possibly in cooperation with dealers) 5. Training dealers and employees of Customer Service (new products / updates existing products) 6. You are responsible for a rollout project (from A to Z) within the Expert Team but are not the owner. You are performing this in close cooperation with and open minded to all members of the team. Steering and control tasks: 1. Responsible for adequate and timely reply to partner questions. 2. Monitoring an efficient and effective process; Recognize malfunction patterns and provide structural solutions Note: The above description is just a typing of the work and not an exhaustive summary. Knowledge and skills: 1. Technical insight, analytical and problem solving ability. 2. Communicative and commercially skilled 3. Flexible, service oriented and representative attitude and appearance, good contact and writing skills 4. Work accurate with respect for the details. 5. Strong team player who can handle projects and problems in a collegial and constructive way 6. Work project-based and structured with respect for (internal) processes and rules. 7. Good command of the Dutch and English language in word and writing. French and / or German is recommended Training and experience: 1. HTS thinking and work level 2. Some years of experience 3. Advanced knowledge of Windows Office (Outlook, Excel, Word, PowerPoint) is required. Access knowledge is desirable. Output: 1. Provides delivery of data for various management information reports on rollout projects of HW and SW for partners, large retail and SMEs 2. Draws up and discusses results with the manager and gives insight into current status, problems, risks and opportunities 3. Proposals to improve terminal SW and management systems such as Terminal Management System.

Why work at Worldline?
Our success comes from strong skills, new ideas, diverse points of view and the energy of all women and men from Worldline. Not only do they represent our Human Capital, they are also key players in our success. We make managing our talents a major asset in the success of our business.
But, at Worldline, we do more than just managing our talents. It is our top priority to involve them, inspire them, and develop them. In line with our guiding principle “Build your career and grow with us”, it is our mission to ensure that their potential can grow and flourish through the numerous development programs and career opportunities we offer.

Your Application
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