Client Support Specialist

Global Payments; Sydney; On-site; AUD 77,000 - 94,000; Full time

Job summary

Global Payments is seeking a Premium Support Specialist to join the Operations team in our Chatswood, NSW office. You will support top-tier customers, act as a technical advisor, and drive service excellence across complex issues.

You will own cases end-to-end, lead troubleshooting sessions via Teams and phone, analyze logs and configurations, and collaborate with Engineering, Product, and Client Success to deliver proactive, high-touch support.

Qualifications

• 2+ years of experience in software, SaaS, or technical application support.
• Experience supporting enterprise, strategic, premium, or escalated customer accounts.
• Strong troubleshooting and analytical problem-solving skills.
• Intermediate SQL capability and experience investigating data-related issues.
• Working knowledge of the Software Development Life Cycle (SDLC).
• Experience with cloud-based applications, web technologies, or SaaS environments.

Responsibilities

• Serve as the dedicated technical support contact for assigned premium and Service Delivery Manager-managed customers.
• Own complex customer issues from initial investigation through to resolution, ensuring clear communication throughout.
• Lead technical troubleshooting sessions via Microsoft Teams, phone, and customer workshops.
• Analyse application behaviour, logs, workflows, configurations, and data to identify root causes.
• Escalate issues effectively, providing detailed technical analysis and business impact assessments.
• Monitor customer support trends and proactively identify risks, recurring issues, and opportunities for improvement.
• Partner closely with Engineering, Product, Client Success, and Service Delivery teams to achieve timely resolutions.
• Prepare customer-facing technical updates, case summaries, and recommendations for service reviews and quarterly business reviews.
• Conduct root cause investigations and contribute to improvements across products, processes, and customer experience.
• Create and maintain knowledge articles, troubleshooting guides, and customer documentation.
• Mentor and support team members by sharing technical expertise and best practices.
• Ensure premium customers receive a support experience aligned with contractual service levels and performance expectations.

Skills

Technical support

Enterprise accounts

Troubleshooting

SQL

SDLC

Cloud services

Stakeholder management

Communication

Microsoft Teams

Tools

Microsoft Teams

Job description

Ready to take your career global?

Make your mark at one of the biggest names in payments. We’re looking for a Premium Support Specialist to join our ever-evolving Operations team and help us unleash the potential of every business.

About the opportunity

Join Sentral, one of Australia's leading education technology platforms, trusted by over 3,000 schools nationwide. You'll play a pivotal role in supporting our most strategic and high-value customers, acting as a trusted technical advisor and escalation point for complex support matters.

You’ll work directly with school leaders, administrators, Service Delivery Managers, Product teams, and Engineers to investigate challenging technical issues, improve customer outcomes, and drive long-term service excellence. You’ll take ownership of complex cases from start to finish, ensuring our premium customers receive the proactive, high-touch support experience they expect.

Salary and office location

• The annual salary for this position is AUD $85,000 plus superannuation.
• The roster for this position is 10.00am to 6.00pm from our Chatswood, NSW office.

What you'll own

• Serve as the dedicated technical support contact for assigned premium and Service Delivery Manager-managed customers.
• Own complex customer issues from initial investigation through to resolution, ensuring clear communication throughout.
• Lead technical troubleshooting sessions via Microsoft Teams, phone, and customer workshops.
• Analyse application behaviour, logs, workflows, configurations, and data to identify root causes.
• Escalate issues effectively, providing detailed technical analysis and business impact assessments.
• Monitor customer support trends and proactively identify risks, recurring issues, and opportunities for improvement.
• Partner closely with Engineering, Product, Client Success, and Service Delivery teams to achieve timely resolutions.
• Prepare customer-facing technical updates, case summaries, and recommendations for service reviews and quarterly business reviews.
• Conduct root cause investigations and contribute to improvements across products, processes, and customer experience.
• Create and maintain knowledge articles, troubleshooting guides, and customer documentation.
• Mentor and support team members by sharing technical expertise and best practices.
• Ensure premium customers receive a support experience aligned with contractual service levels and performance expectations.

What you'll bring

• 2+ years' experience in software, SaaS, or technical application support.
• Experience supporting enterprise, strategic, premium, or escalated customer accounts.
• Strong troubleshooting and analytical problem-solving skills.
• Intermediate SQL capability and experience investigating data-related issues.
• Working knowledge of the Software Development Life Cycle (SDLC).
• Experience with cloud-based applications, web technologies, or SaaS environments.
• Confidence facilitating customer-facing technical discussions and troubleshooting sessions.
• Ability to communicate complex technical concepts to both technical and non-technical audiences.
• Strong stakeholder management skills and a collaborative working style.
• Experience managing multiple priorities while maintaining exceptional customer service.
• A customer-first mindset with a genuine passion for delivering outstanding support experiences.
• Excellent written and verbal communication skills.
• Strong attention to detail and commitment to continuous improvement.
• Ability to obtain or hold a valid Working With Children Check.

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.

Does this sound like you? Then you sound like a Globalpayer.