Software Support Agent

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

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.

We are part of one of the largest payment & software providers in the world, Global Payments, headquartered in Atlanta, USA. The Global Payments AU/NZ family consists of leading service providers including Ezidebit, eWAY, and Storman Software.

About you

We are looking for proactive contributors who want to be a part of the transformation of this team. 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:

• Experience in a customer service / software technical support/ help desk role;
• Excellent communication skills; written, verbal, presentation, and negotiating skills;
• 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).

Please note that you must have

• Full work rights in Australia
• Ability to obtain a Working with Children Check
• Ability to obtain an Australian Federal Police Check

About the role

Our customer support agents are the 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:

• 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.

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 – recognising our people that go above and beyond and make a difference to our customers;
• Employee Stock Purchase Plan available to all team members ;
• A MyCoach (EAP) program to support your health and wellbeing.

Interested? 

If you want to make an impact and be a part of an organisation that supports education professionals, we want to hear from you. 

Please use the APPLY NOW button and submit your resume.

We respectfully ask that no recruitment agencies contact us regarding this position.

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.