Client Support Agent

Global Payments; Sydney; Hybrid; AUD 68,000 - 83,000; Full time

Benefits offered by this job

Superannuation

Hybrid work options

Job summary

Global Payments is seeking a Client Support Agent for its Sentral team. You will provide first and second-level support for a school administration software, troubleshoot issues, and build strong relationships with school users.

Hybrid work options available in Sydney, with full-time and part-time opportunities. The role involves guiding system setup, resolving technical problems, and contributing to knowledge sharing to improve customer experience.

Qualifications

• 2+ years in customer service, helpdesk or software support.
• Strong troubleshooting, problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and work independently.
• Experience with cloud-based applications and web technologies.

Responsibilities

• Provide first/second-level support via phone, email, tickets and online meetings.
• Troubleshoot and resolve software and technical issues.
• Guide customers through system setup and usage.
• Escalate complex issues and collaborate with senior support team members.
• Manage support tickets to meet service levels and customer satisfaction targets.

Skills

Customer service

Troubleshooting

Problem solving

Communication (oral)

Communication (written)

Multi-tasking

Education

Diploma/IT or Networking

Tools

Sentral

SQL

Job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.Ready to take your career global?Make your mark at one of the biggest names in payments. We’re looking for Client Support Agents to join our ever evolving Technical Support team and help shape the future of global commerce.About The RoleThis role is aligned to Sentral, (part of Global Payments) a proven web-based software solution that seamlessly manages school administration, student data and so much more. Our tailor-made solutions help administration staff, teachers and school leaders save valuable time to focus on improving school and student outcomes. Sentral is the trusted solution of choice in over 2,000 schools across Australia.As a Client Support Agent, you'll provide first and second-level support, troubleshoot technical issues, build strong customer relationships, and help schools get the most value from our software.SalaryThe full-time equivalent salary range for this position is AUD $75,000 plus superannuation.We are currently seeking candidates for part-time (approximately 22.5 hours per week) opportunities.Part-time positions are available on the following schedules:7:30am to 12:00pm, Monday to Friday2:00pm to 7:00pm, Monday to FridayThe salary for part-time positions will be paid on a pro-rata basis, relative to the full-time salary and hours worked, plus superannuation.What You’ll OwnDeliver support via phone, email, tickets, and online meetingsTroubleshoot and resolve software and technical issuesGuide customers through system setup and usageBuild trusted relationships with school users and administratorsEscalate complex issues and collaborate with senior support team membersManage support tickets to meet service levels and customer satisfaction targetsContribute to knowledge-sharing, self-help resources, and process improvementsWork closely with colleagues to enhance the customer experienceWhat You’ll Bring2+ years' experience in customer service, helpdesk, or software supportStrong troubleshooting, problem-solving, and analytical skillsExcellent verbal and written communication skillsAbility to manage multiple priorities and work independentlyCustomer-focused, solutions-driven mindsetPassion for technology and learning new systemsExperience with cloud-based applications and web technologiesUnderstanding of customer service best practices and SLAsIt's a Bonus if You HaveExperience in Education, EdTech, or supporting schoolsKnowledge of SQL, debugging tools, or ITIL principlesUnderstanding of SDLC and web-based applicationsDiploma or qualification in IT, Networking, or a related fieldFamiliarity with Sentral or other school management systemsAbout The TeamOur inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.What makes a Globalpayer?Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.#LI-HYBRiDGlobal Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [e-mail].