Technical Support Specialist - Payments New

pWe turn every customer interaction into an opportunity. We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both onli /pbrWacht niet met solliciteren na het lezen van deze omschrijving; er wordt een groot aantal sollicitaties voor deze vacature verwacht.brWhat drives usbrp“The entire customer journey. One platform” /pbrWhat we valuebrpEvery colleague, connects to our b4 shared values /b: /pbrullibr/lilibDrive and Lead /b You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward.br/lilibGrow and Learn /b The growth of our colleagues and our customers is our priority. You like to experiment, learn continuously and actively share knowledge and insights with others.br/lilibTogether and Care /b We work together and we believe that diverse perspectives lead to stronger outcomes. You value the social side of work, you show genuine interest and care about one another’s well‑being.br/lilibSpeed and Change /b By welcoming AI Agents into our organisation, we fundamentally change how work is done. You are comfortable with change and you love working in a high paced environment.br/li /ulbrpAs a Technical Support Representative, you start in the support team within the Payments business unit. The team handles all customer support related to the CM Payments Platform for both online payments and IPP (in-person payment terminals at customer sites). /pbrpPayments that simply work matter enormously. That’s the whole point of this role. /pbrpRight now, a large share of questions still gets escalated to our CSM/Development organization. The more we can take off their plate, the better. /pbrYou will:brullibr/liliBe the first point of contact for Payment support questionsbr/liliProblem analysis: turning a customer’s question into the real underlying issue, and solving itbr/liliA wide range of questions: a PIN that doesn’t work, a till/cash register integration issue, transactions that are missing or incomplete, or unusual behavior in the API or the PIN terminalbr/liliReplacement and repair requests for IPP terminalsbr/liliOnline Payments Gateway integration: helping customers set things up themselves, following ’s Payments Gateway API documentationbr/liliOccasional involvement in onboarding and implementations, even though that’s formally outside the scope of the rolebr/liliClose collaboration with stakeholders across IPP and Professional Servicesbr/liliUse AI (Claude) to think things through and figure things out yourself before escalatingbr/liliThinking beyond the ticket: how do you standardize, and document recurring questions so future support is faster?br/li /ulbrpThe Technical Support Representative will report directly to the Lead Support. You will work directly with your 4 direct colleagues based in Amsterdam Breda. /pbrpCustomers range from government bodies and well‑known retailers like Zeeman or TUI to plenty of SMEs. It’s genuinely fun work: one day you’re helping a government body, the next a well‑known retailer, and the next a small business, sometimes all on the same day. /pbrpQuestions come in via Teams calls and email to the support inbox. We use Jira for ticket handling. We’re exploring to further innovate the support application landscape with our own application stack: MSC, HALO and AI Service. /pbrWho you arebrpA technical background with genuine affinity for IT: you understand systems, APIs and troubleshooting logic, and enjoy digging into detail rather than following a script /pbrpYou don’t need to be a payments obsessive from day one, but you get why making payments simply work is genuinely satisfying. /pbrpFluent in Dutch, this is a hard requirement /pbrpA completed HBO education in IT support / workplace management, or MBO4 with equivalent experience /pbrpSome experience in a support role would be great /pbrpThe resilience to handle negative sentiment from frustrated customers and real satisfaction in turning it around /pbrpAnd you are: /pbrpAvailable fulltime (40 hours/week), based in Breda or Amsterdam /pbrpGenuinely curious about AI: You’re actively experimenting with the newest models / products to supercharge yourself at work. /pbrWhat we offerbrpAs a club member, you’ll have the following benefits: /pbrullibr/lilibOnboarding /b: Join our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of .br/lilibHealthy food: /bDaily healthy lunches and snacks to keep you energized.br/lilibEffortless commute: /bThe Shuttle mobility card, commuting allowance and Lease‑a‑bike options get you where you need to be. We have CM company cars that you can use for client visits as well.br/lilibTime off: /bRecharge with 25 vacation days, plus the option to purchase 10 additional days.br/lilibOwn your success: /bBecome a shareholder with our Employee Share Purchase Program.br/lilibYour Development /b: We support your growth and development through initiatives like the CM Academy, Udemy courses, exclusive meetups with thought leaders, the Young Professional Program, and our own CM Business Adventure (CMBA), ensuring you’re always learning and evolvingbr/lilibVitality /b: Our Vitality Team organizes a year‑round vitality program to support a healthy body and mind for all colleagues. Think of stress prevention workshops, ergonomist visit, weekly bootcamps, yoga sessions and our CM sports day.br/lilibTogether at /b b: /bWeekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more! We have something for everyone.br/li /ulbrpOur diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs. /pbrBefore you applybrpWe work on-site, move fast, and expect you to bring your own thinking. Priorities shift, AI is actively changing how we work and we embrace that reality. /pbrpNote: For this position, we can only consider candidates who already hold a bpermanent /b work and residence permit for the Netherlands. xgiwjmb /pbrOur Hiring ProcessbrpIt's just clean and simple! /pbrpStep 1 /pbrpMeet the recruitment team and learn more about the position and tell about your experience motivation /pbr