Technical Account Manager to Vienna/Austria

Global Blue Slovakia s. r. o.

Place of work
Apollo BC, Prievozska 4D, Bratislava, Bratislava region, Brno - City, Austria
Contract type

Information about the position

Job description, responsibilities and duties

Position: Technical Account Manager
Reports to: Manager Client Solution Support
Location: Vienna, Austria

Nature and aim of the position
The holder of position is providing second level support for Global Blue’s fleet of Issuing Solutions.
These solutions are provided to GB’s merchants and are based on Card Payment Terminals, stand-alone or are integrated into Point of Sales Solutions.
He/she is working with the team’s senior engineers and Delivery Leads on supporting incidents and providing solutions to escalated incidents and problems.
He/she has active involvement in the company’s change process as it pertains to GB Technology.
He/she has active involvement in the company’s problem management.
He/she interacts with Back-end teams which provide underlying IT Services.
He/she interacts with Product Management which provide features and fixes for Issuing Solutions.
He/she is a contributor to define and optimize processes for the Client solutions team and the interaction with their stakeholders.
The holder of this position effectively monitors, controls and supports service delivery, ensuring systems, methodologies and procedures are followed.
This includes to be SPOC Single Point of Contact in case of issues, manage additional service requests, and interact with Sales as well as Global Blue IT department.
Roll-out projects for specific Issuing Solutions are in scope of Delivery Management.

Main duties and responsibilities
Provides solution support for all Issuing Solutions in scope which are provided by GB Technology
Assists/performs the execution of deployment for all Issuing Solutions in scope deployment
Assists in and/or Performs root cause analysis for incidents and starts problem analysis/resolution and change process
Effectively utilizes the ITSM support tool (in order to effectively communicate with L3 and Partners)
Assists in the definition of possible product development related requirements which would be sent to GB Technology Product management.
Defines new processes or actively works on modifying existing processes within the departments to better meet the requirements set out by the business
Ensures that processes and tasks are documented accurately.
Performs on call duty.
Hands out regular training to L1 support teams
Handles escalations for key clients and all related support communication.
Provides escalation management as a focal point for communicating, coordinating and managing escalations for given Account
Acts as a Single point of contact for the Client Account Structure Team, ensuring Services Excellence for the account
Is responsible to represent Delivery towards the Clients in scope

Involved In:
Customer Loyalty Initiative
Escalation Management
Service Improvements Plans initiative
Once a Delivery Lead is assigned to work on account she/he:
Represents and Lead Delivery Teams
Conducts interviews of Account Team and Delivery to gather information on the issues found and suggestions for improvement
Develops & Agrees Service Improvement Plans
Follows the SIP till completion, ensuring proper communication and engagement with key stakeholders and leaders

Main KPI’s
SLA for Resolution time for incidents.
Documentation of implemented processes.
Implementation of processes within the team.

Main Function interaction:
All Issuing Solutions teams within GB Technology
Main cross-Function interaction:
GB Technology L3
Partner IT (on a technical, incident level)
Key clients (on a regular basis to ensure service excellence)

Information about the selection process

How to apply: Please send us your up-date English CV together with Motivation letter highlighting your suitability for the job as well as 2 List of References from you last employers. We will only consider candidates that will provide us with all required documents and meet our requirements for the position.

Requirements for the employee

Candidates with education suit the position

University education (Master's degree)

Educational Specialization

technical, Informatics etc.

Language skills

English - Advanced (C1) or Italian - Advanced (C1) or
French - Advanced (C1)

Personality requirements and skills

Profile and Education
Relevant IT educational background with at least 3 years’ experience in an application support role
Good understanding of IT Service Processes
Good understanding of business processes and applications, SQL query tools and reporting tools
Experience in collaboration with product management teams
Experience in collaboration with project management teams
Independent and self-motivating personality
Working in multinational environments
Excellent English language skills (oral and written)
Italian and/ or French language - at least one of them - big advantage!

Specific skills and knowledge
Analytical and pragmatic at the same time in defining good and efficient processes
Presenting a passion for delivering awesome products and services
Proven problem resolution, decision-making and analytical skills with keen attention to detail with limited supervision
Willingness to enter in technical details
Excellent communication and team skills, ability to present ideas clearly and concisely
Excellent problem solving skills
Professional conduct with international top tier customers
Solid understanding of Point-of-sale related technology and common workflows
Good knowledge of MS Office products


Brief description of the company

Global Blue is the expert on international traveller shopping and spending. Today, the strength of our organisation and global presence enables us to provide over 63 000 travellers with Tax Free Shopping services every single day and we quickly became the global leader in Tax Free Shopping, facilitating the process for both merchants and shoppers.

Number of employees

200-249 employees

Company address

Global Blue
Apollo BC, Prievozska 4D, Bratislava
821 09 Bratislava
ID: 2831455   Dátum zverejnenia: 29.11.2016