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L2 Specialist & Escalation Eng...

Ingenico Payment Services Carrers

L2 Specialist & Escalation Engineer (Customer Care)

Brussels, Flemish-Brabant 1200 | 17/03/2017

Your main responsibility is to support the Ingenico ePayments Customer Care department together with your colleagues.

Ideally you are a technical engineer with a proven track record in L2 support as well as in customer contact. Any prior background in the payments industry is a plus. Being a fast learner is key to be able to pick up cases yourself as well as to assist your colleagues to address our most challenging cases in Customer Care.

You will also act as Point of Escalations and take the lead in customer escalations and drive them towards fast and commercially sensible solutions. When an incident has been solved, you also take care of the lessons learned and you act as a liaison between Customer Care and Platform Operations, continuously improving our cooperation. You thrive in a fast-paced and challenging multinational environment.

After an initial intake and training period, you become involved in the daily operations of our Customer Care department. Progressively you will acquire expertise in specific technical matters, and get the opportunity to be a subject matter expert on these matters and be used as a reference person by your direct colleagues and other teams.


As L2 Specialist & Escalation Engineer, your main tasks and responsibilities are:

  • Treat  incoming more challenging technical support requests (phone, e-mail, tickets)

  • Handle tickets assigned to the team, and when necessary, assess if escalation is required and follow-up with development or systems teams

  • Take part to business hours and possibly after hours support as technical expert

  • Communicate clearly and efficiently towards all your stakeholders

  • Assist merchants with their accounts and provide high quality support

  • Ensure the continuity of our merchants business by responding quickly and taking the correct measurements on day-to-day questions on the services provided by Ingenico ePayments 

  • Use the offered support tools (software, FAQ, activity logging, etc…) in the most optimal way and report update requirements where necessary

  • Active collaboration in project work and work to a plan

  • Close interaction with other departments (Sales, Marketing, Development,...)

 Becoming a subject matter expert:

  • You will progressively build your own spheres of functional and/or technical expertise, and become the person of reference on these matters for your colleagues and other teams.

  • Depending on your skills and development, you will take part in cross-domain teams


Your background:

  • University/Bachelor degree in IT, Industrial/IT Engineering,… or equivalent by experience

  • 3-5 years’ experience in IT

  • Functional or technical background in the Banking/Finance/Payments sector is a plus

  • Ready to manage operational tasks and functional support in Customer Care


  • Very good knowledge of English & French (both written and spoken)

  • Knowledge of Dutch, German and/or Spanish is a plus

Technical skills:

  • Profound technical/IT knowledge

  • ITIL basic

Soft skills:

  • Good analytical, integrative thinking ability. Ability to quickly understand complex matters

  • Ability to work in a matrix-based organization, both reporting to a line manager and to functional managers

  • Interests in the Payments and e-Commerce industries are considered a plus

  • Good communication skills, ability to work with different profiles and personalities and be able to adapt communication styles accordingly

  • Problem solving and solution oriented, you like to see things completed as expected

  • Be a real team player and having a flexible character

  • Ability to manage own activities and reports issues and important milestones on time

  • Customer focused

  • Take ownership and escalate appropriately to your management, know when to report issues and important milestones

Job Summary

  • Job Category:
    Customer Service
  • Job Type:
    Voltijds / Onbeperkte duur
  • Reference Code:
  • Education Level:
    Master (Licentiaat)
  • Career Level:
    Midcareer (geen manager)
  • Industries:
  • Occupation:
    Algemeen/Overige: Customer Service