Client Support Specialist (Part-time)

at  Global Payments Inc

Client Support Specialist (Part-time)
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

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 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.

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).

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.