School SaaS Support Agent (Part-Time)

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

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.