Field Technical Support Representative

2 weeks ago

Sydney, New South Wales, Australia KPay Group Full time $60,000 - $80,000 per year

About the Role

We're seeking a Technical Support Officer to join our team. In this role, you will be the first point of contact for clients experiencing technical issues, providing timely and effective support across a range of hardware, software, and network systems. You'll work closely with internal teams to diagnose problems, implement solutions, and ensure that our IT infrastructure operates smoothly and efficiently.

This role requires a strong technical foundation, excellent communication skills, and a proactive approach to problem-solving. You'll be instrumental in maintaining user satisfaction, minimizing downtime, and supporting the continuous improvement of our IT support processes.

About KPay Group

KPay Group is a leading global fintech company transforming how small to medium-sized businesses (SMBs) manage payments and operations. With over 52,000 merchants across Hong Kong, Singapore, and Japan, we deliver innovative, secure payment solutions, business tools, and end-to-end support to help merchants grow.

Now expanding into the Australian market, we're building a team of motivated and target-driven to support our merchants

Learn more:

Key Responsibilities

  • Update and maintain CRM
  • Respond to customer inquiries via email, chat, or phone.
  • Troubleshoot software and product-related issues with accuracy and empathy.
  • Escalate critical bugs or complex issues to the Engineering team.
  • Contribute to the support knowledge base with clear, helpful documentation.
  • Collaborate with the Sales, Product, and Partnerships team to improve user experience.

What You Bring

  • 1–3 years experience in technical support or a helpdesk role (preferably in SaaS or software).
  • Strong problem-solving skills and ability to explain technical concepts clearly.
  • Familiarity with sales process, CRM and data input.
  • Understanding of APIs, basic HTML/CSS, or browser dev tools is a plus.
  • Great communication skills and a customer-first mindset.
  • Must have unrestricted work rights in Australia (visa sponsorship not available)

Perks & Benefit

  • Annual Leave, Birthday Leave, Anniversary Leave
  • 5-day workweek
  • Comprehensive training, mentoring & career progression
  • Working with a supportive, tech-forward team

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