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Client Support Specialist

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    • Chatswood, New South Wales, Australia
  • Customer Service
  • Part time
  • Apr 03 2024
  • Global Payments
  • Job ID: R0050058

Description

About us

Through local expertise and global scale, we at  Global Payments  Oceania deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit,  Sentral,  Pigeonhole Software and Storman.

Collectively, these brands are anchored by Global Payments, a world leader in payments and software solutions and a Fortune 500® brand with a worldwide footprint to accelerate our customers' full potential.   

Sentral , is a proven web-based software solution that seamlessly manages school administration, student data and parent engagement. 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 3,000 schools across Australia. 

About the role

Due to continued growth in our team we are looking for Client Support Specialists who will provide front-line support to our customers who consist of teachers, principals, other school staff and parents. This role is focused on building relationships with these customers and supporting them with both technical and general software inquiries. This is done via calls, emails and a ticketing system, with support at times including web conferencing and log file analysis to troubleshoot and provide work around solutions.

Other responsibilities include:

  • Provide software and customer support ;
  • Build and maintain strong client relationships and improve our customer's experience with the use of our products;
  • Methodically investigate and resolve product issues and prioritising escalated issues with the Senior Support Agents;
  • Problem-solving and troubleshooting issues, aiming for first time resolution and ensure enquiries are responded to within established timeframes;
  • Maintaining high customer satisfaction scores and work to technical support service level agreements;
  • Work with and support colleagues to promote learning, contribute to problem solving and drive effective and efficient practices;
  • Identify key learning opportunities to enhance the internal technical knowledge base and contribute to the development of self-help materials and strategies.

Please note this a part-time role, 25 hours per week. Ideal hours are Monday - Friday, 9:30am - 2:30pm. There is also the option to not work school holidays.

About you

With a wide range of career growth opportunities within Sentral, we are looking for individuals who want to make an impact on both the business and our customers through outstanding customer service and sharing the insights these customers provide.  Y ou m ay currently be teaching in Education and looking for a change.

Other experience might include:

  • Minimum of 2+ years’ experience in a customer service or software support role;
  • Excellent communication skills; written, verbal, presentation, and negotiating skills;
  • Strong analytical and problem-solving skills with the ability to juggle multiple priorities.
  • Customer centric approach with a solutions and outcome focus and ability to prioritise cases accordingly;
  • Strong analytical and problem-solving skills with the ability to manage multiple priorities;
  • Experience in Education (Advantage).

Please note that you must have

  • Full work rights in Australia
  • Ability to obtain a Working with Children Check
  • Ability to obtain an Australian Federal Police Check

Our benefits

We want you to be you! At Global Payments we are committed to an inclusive workplace where you can be your true self, feel supported and nurtured. 

We understand the struggle of the juggle - the balance of work and personal life can be challenging. So we offer a  flexible working  rhythm blending in-office and remote working.

Your health and wellbeing matter to us and we want you to take care of yourself, take advantage of the vast array of  wellbeing resources  we offer, use your breaks and your leave including  Birthday Leave. 

We provide a first class  employee assistance program  that offers you and your immediate family members complimentary counselling on life challenges such as financial hardship and domestic matters, plus coaching support for people leaders on wellbeing matters.

We offer  12 weeks paid parental leave  for either parent as well as two weeks paid secondary carer’s leave.

Celebrating together is a big part of our culture and we regularly gather for  Extravaganza and Team Appreciation Days , plus fun activities brought to you by our social committees. 

We like to shout at each other, not literally but via  Reward and Recognition Programs  such as Shout Outs – recognising our people that go above and beyond and make a difference to our customers.

We also pride ourselves on giving back to the communities in which we operate, so we provide two  Days of Service  each year to volunteer in a cause that matters most to them.

Other benefits available include  salary sacrifice study leave  and an  Employee Stock Purchase Plan .

Ready to apply? 

If this role sounds right for you we invite you to Apply by using the APPLY button.   Please note you will be redirected to a Global Payments careers page to submit your application.

For further information please email kristy.ward@globalpay.com

We respectfully ask that no recruitment agencies contact us regarding this position.

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Lead. Innovate. And deliver—together.

Client Support Specialist

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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 a representative of the Human Resources Department.

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