Field Technical Support Specialist

KPay Group; Sydney; Sur place; AUD 65 000 - 95 000; Plein temps

Résumé du poste

KPay Group is hiring a Field Technical Support Specialist to support merchants across Australia. You will be the face of KPay on the ground, providing installation support, troubleshooting, and ensuring a seamless onboarding to live operations.

This hands-on role requires strong ownership, excellent communication, and the ability to work under pressure in real customer environments, with travel across Australia to support busy merchant sites.

Qualifications

• 0–3 years of experience in customer support, field support, technical support, operations, or merchant services.
• Fresh graduates are welcome to apply
• Strong communication and interpersonal skills
• High ownership mindset — takes responsibility end-to-end
• Comfortable with a field-based role involving regular travel
• Strong problem-solving ability and practical, hands-on thinking
• Calm, reliable, and able to perform under pressure in real customer environments
• Strong customer-first attitude with professional on-site presence
• Full working rights in Australia

Responsabilités

• Provide on-site support to merchants for onboarding, setup, and activation
• Assist with installation and configuration of payment terminals and merchant systems
• Troubleshoot hardware, software, and payment-related issues in the field
• Ensure merchants are successfully activated and able to transact smoothly
• Act as the primary on-the-ground contact for assigned merchants
• Record and maintain accurate updates in CRM and internal systems
• Escalate complex technical or operational issues to internal teams when required
• Follow up proactively to ensure timely resolution of merchant issues
• Build strong, trust-based relationships with merchants through professional on-site engagement
• Ensure high-quality service delivery and a seamless merchant experience

Connaissances

Strong communication

Ownership mindset

Field travel

Problem solving

Customer-facing

Outils

CRM systems

Ticketing systems

POS systems

Hardware troubleshooting

Description du poste

KPay Group (KPay) is a leading fintech company empowering businesses of all sizes with simple, smart, seamless, and secure technology solutions. Serving over 95,000 merchants across Hong Kong, Singapore, Japan, and Australia, we help small and medium-sized businesses grow through a one-stop platform for financial management, operations, and digital transformation.

Backed by USD 55 million in Series A funding—the largest payments-sector Series A globally in 2024—KPay was recognised as Forbes Asia's 100 to Watch (2025) and named PayFac of the Year (2025).

About the Role

We are hiring a Field Technical Support Specialist to support merchants across Australia.

This is a hands-on, field-based role focused on ensuring merchants are successfully onboarded, set up, and fully operational on KPay’s platform and payment solutions.

You will be the face of KPay on the ground, working directly with merchants to provide installation support, troubleshoot issues, and ensure a smooth and reliable experience from onboarding through to live operations.

This role requires strong ownership, excellent communication skills, and the ability to stay calm and effective under pressure in real-world customer environments.

Key Responsibilities

• Provide on-site support to merchants for onboarding, setup, and activation
• Assist with installation and configuration of payment terminals and merchant systems
• Troubleshoot hardware, software, and payment-related issues in the field
• Ensure merchants are successfully activated and able to transact smoothly
• Act as the primary on-the-ground contact for assigned merchants
• Record and maintain accurate updates in CRM and internal systems
• Escalate complex technical or operational issues to internal teams when required
• Follow up proactively to ensure timely resolution of merchant issues
• Build strong, trust-based relationships with merchants through professional on-site engagement
• Ensure high-quality service delivery and a seamless merchant experience

What We’re Looking For

• 0–3 years of experience in customer support, field support, technical support, operations, or retail/merchant services
• Fresh graduates are welcome to apply
• Strong communication and interpersonal skills
• High ownership mindset — takes responsibility end-to-end
• Comfortable with a field-based role involving regular travel
• Strong problem-solving ability and practical, hands-on thinking
• Calm, reliable, and able to perform under pressure in real customer environments
• Strong customer-first attitude with professional on-site presence
• Full working rights in Australia

Nice to Have

• Experience in payments, POS systems, fintech, or merchant services
• Field service, installation, or hardware troubleshooting experience
• Familiarity with CRM or ticketing systems
• Basic technical understanding of devices, networks, or systems setup

Why Join KPay?

• Join one of APAC’s fastest-growing fintech companies
• Be the frontline representative bringing KPay solutions to real merchants
• High ownership role with autonomy in the field
• Direct exposure to operations, product, and merchant experience teams
• Strong career progression into Merchant Operations, Field Operations, or Technical Support leadership paths
• Competitive salary and performance-based incentives

Join us and play a key role in delivering seamless, reliable payment experiences directly to merchants across Australia.