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Software Support Specialist

2 months ago

Willoughby City Council, Australia Global Payments Full time

About Us

Global Payments is a leading provider of payment technology and software solutions. Our company is driven by a passion for success and a commitment to delivering best-in-class payment technology and software solutions.

About the Role

We are seeking a proactive and customer-focused Software Support Agent to join our team. As a Software Support Agent, you will be the front-line support for our customers, providing technical and general software support via phone, email, and ticketing system.

Key Responsibilities

  • Build and maintain strong client relationships and improve our customers' experience with our products.
  • Methodically investigate and resolve product issues, prioritizing 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.

Working for Sentral

In addition to a diverse and inclusive culture, some of our benefits include:

  • Flexible working environment with a mix of in-office and remote working.
  • Birthday leave (a day off to celebrate your birthday).
  • Reward and Recognition Programs, such as Shout Outs – recognizing our people who go above and beyond and make a difference to our customers.
  • Employee Stock Purchase Plan available to all team members.
  • A My Coach (EAP) program to support your health and wellbeing.