Client Support Specialist
4 weeks ago
We are seeking a highly skilled and customer-focused Client Support Specialist to join our team at Global Payments. As a key member of our support team, you will be responsible for providing exceptional support to our customers, who consist of teachers, principals, and other school staff, via calls, emails, and a ticketing system.
Your primary objective will be to build strong relationships with our customers, understand their needs, and provide timely and effective solutions to their technical and general software inquiries. This will involve troubleshooting and resolving product issues, prioritizing escalated issues, and maintaining high customer satisfaction scores.
Key Responsibilities- Provide software and customer support to our customers
- Build and maintain strong client relationships and improve our customers' experience with our products
- Methodically investigate and resolve product issues and prioritize escalated issues with the Senior Support Agents
- Problem-solving and troubleshooting issues, aiming for first-time resolution and ensuring enquiries are responded to within established timeframes
- Maintain 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
We are looking for individuals who possess excellent communication skills, written, verbal, presentation, and negotiating skills. You should have a strong analytical and problem-solving ability, with the ability to juggle multiple priorities. Experience in education is an advantage, but not essential.
You must have full work rights in Australia, the ability to obtain a Working with Children Check, and an Australian Federal Police Check.
Our BenefitsWe offer a flexible working rhythm, blending in-office and remote working. Your health and wellbeing matter to us, and we provide a first-class employee assistance program, including complimentary counselling and coaching support. We also offer 12 weeks paid parental leave for either parent and 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. We also pride ourselves on giving back to the communities in which we operate, providing two Days of Service each year to volunteer in a cause that matters most to you.
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.
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