About Global Payments
Whether you're a merchant accepting payments, a bank issuing cards or a developer embedding payment technology, if it has anything to do with commerce, we're already on it. 5m+ customers and 7k+ software partners worldwide rely on Global Payments to handle more than 73b transactions a year. Through local expertise and global scale, we deliver market‐leading technology solutions via five regional sub‐brands—Eway, Ezidebit, Sentral, Pigeonhole Software, and Storman. These brands are anchored by Global Payments, a Fortune 500 brand and commerce leader powering millions of companies from startups to enterprise giants. We make a positive impact on customers and communities through our values of Passion, Care, Accountability, Excellence, and Ingenuity, and we commit to Diversity, Equity, and Inclusion through a multi‐year Oceania program focused on Reconciliation and Gender Equity.
About the Role
The Level 1 Client Support Agent is a critical technical support role responsible for providing first‐level application and technical support, addressing challenges and guiding clients. Exceptional client communication is key, translating technical outcomes into clear, understandable solutions. The role requires a comprehensive understanding of our software solutions and the ability to investigate issues and guide clients using Sentral, ensuring a seamless and professional support experience.
Responsibilities
* Provide first‐level technical and application support for Sentral software, diagnose issues, analyze logs, and implement effective solutions or workarounds.
* Deliver an exceptional client experience through clear, professional, and empathetic communication, translating technical issues into easy‐to‐understand guidance.
* Take end‐to‐end ownership of support tickets, aiming for first‐contact resolution while meeting or exceeding SLAs and managing client expectations with timely updates.
* Collaborate closely with Senior Technical Support Engineers and the Level 2 team to escalate, troubleshoot, and resolve complex production issues.
* Contribute to problem management through root‐cause analysis, documentation, and recommendations to improve product design, usability, and support processes.
* Build and share knowledge by creating troubleshooting guides, knowledge‐base articles, and best‐practice resources to strengthen overall support capability.
Salary
The salary for this position ranges from AUD 70,000 to 75,000 per annum + superannuation.
About You
* Minimum 1 year of experience in software technical support with strong troubleshooting, diagnostics, and problem‐solving capability.
* Exposure to cloud‐based systems, web servers, debugging tools, and pre‐production environments.
* Exceptional communication skills with the ability to explain technical concepts clearly to non‐technical audiences.
* Strong customer‐centric mindset, with proven ability to manage multiple priorities and deliver service excellence.
* Collaborative team player with well‐developed interpersonal, coaching, and mentoring skills; patient and supportive in approach.
* Adaptable and solutions‐focused, with a commitment to continuous learning, professional conduct, and compliance (including Working with Children Check or willingness to obtain).
Our Benefits
* Flexible work arrangements that support your unique needs.
* 18 weeks paid parental leave for either parent and two weeks paid secondary carer's leave.
* Women in Digital membership, granting access to member industry events and resources.
* Additional birthday, community giving, wellness, and study leave.
* Free and confidential Employee Assistance Program counselling service and wellbeing resources.
* A jam‐packed calendar of cultural celebrations and social activities.
* Global career and professional development opportunities.
* Salary sacrifice and an Employee Stock Purchase Plan.
All final applicants for this position will be asked to consent to a criminal history check. Each application will be considered on its merits.
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