Client Support Agent

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

Job summary

Global Payments Sentral in Australia seeks a Client Support Agent to deliver first- and second-level support, troubleshoot software issues, and guide schools through system setup and usage.

You will build trusted relationships with administrators, escalate complex issues with senior team members, and contribute to knowledge resources while maintaining service levels and customer satisfaction.

Qualifications

• 2+ years in customer service or software support.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication abilities.
• Experience with cloud-based applications and web technologies.

Responsibilities

• Deliver support via phone, email, tickets and online meetings.
• Troubleshoot and resolve software and technical issues.
• Guide customers through system setup and usage.
• Build trusted relationships with school users and administrators.
• Escalate complex issues and collaborate with senior support team members.
• Manage support tickets to meet service levels and customer satisfaction targets.
• Contribute to knowledge-sharing, self-help resources, and process improvements.
• Work closely with colleagues to enhance the customer experience.

Skills

Customer service

Troubleshooting

Communication

Multi-tasking

SQL basics

Education

Diploma in IT/Networking

Tools

Sentral familiarity

Job description

About The Role

This 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.

Salary

The 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 Friday; 2:00pm to 7:00pm, Monday to Friday.

The 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 Own

• Deliver support via phone, email, tickets, and online meetings
• Troubleshoot and resolve software and technical issues
• Guide customers through system setup and usage
• Build trusted relationships with school users and administrators
• Escalate complex issues and collaborate with senior support team members
• Manage support tickets to meet service levels and customer satisfaction targets
• Contribute to knowledge-sharing, self-help resources, and process improvements
• Work closely with colleagues to enhance the customer experience

What You'll Bring

• 2+ years' experience 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
• Customer-focused, solutions-driven mindset
• Passion for technology and learning new systems
• Experience with cloud-based applications and web technologies
• Understanding of customer service best practices and SLAs
• It's a bonus if you have experience in Education, EdTech, or supporting schools
• Knowledge of SQL, debugging tools, or ITIL principles
• Understanding of SDLC and web-based applications
• Diploma or qualification in IT, Networking, or a related field
• Familiarity with Sentral or other school management systems

About The Team

Our 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.

Global 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].

Global Payments and Worldpay recently joined forces, and we’re currently operating across two Workday application systems. If you don’t see one of your applications here, it may have been submitted in the Worldpay Workday system instead. Click HERE to visit Worldpay Workday and view any additional applications.

At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500 company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you. For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook.

Accommodations:

Accessibility Requests: 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]

EEOC Statement:

Global 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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify [e-mail].