Client Support Agent at Global Payments · Sydney

Client Support Agent Location: SYDNEY, NEW SOUTH WALES, AUSTRALIA 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 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!That’s why 5m+ customers and 7k+ software partners around the world rely on Global Payments to handle more than 73b transactions every year. Through local expertise and global scale, at Global Payments we deliver market-leading technology solutions through 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 around the world, from ambitious startups to enterprise giants. We make a positive impact on our customers and communities through our values of Passion, Care, Accountability, Excellence and Ingenuity. Underpinning our values is our commitment to Diversity, Equity and Inclusion, woven into our cultural DNA through a multi-year Oceania program focused on two core pillars of action - Reconciliation and Gender Equity. Sentralis a trusted cloud-based platform supporting over 3000 schools across Australia with student administration, data management and parent engagement. By reducing administrative workload, Sentral empowers teachers, administrators and school leaders to focus on improving student outcomes. ABOUT THE ROLE The Level1Client SupportAgentis a critical technical support role responsible for providingfirst-level application and technical support, addressing technical challengesand providing user guidance to clients. Exceptional client communication is key to this position, with the ability to translate technical outcomes into clear, understandable solutions. The role requires a comprehensive understanding of our software solutions, with the ability toinvestigatetechnical issues andguide clients using Sentral, ensuringseamlessand professional support experience for our customers. Responsibilities Provide first-level technical and application support for Sentral software, diagnosing issues, analysing logs, and implementing 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 Join a leading global technology brand that offers benefits you’ll actually value, including: Flexible work arrangements that support your unique needs. 18 weeks paid parental leave for either parent as well as two weeks paid secondary carer’s leave. Women in Digital membership, granting you access to a host of member industry events and resources. Additional birthday, community giving, wellness and study leave. Our 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. READY TO APPLY? Want to join a team that places the needs of our people, clients and community at the heart of everything they do? APPLY NOW by submitting your CV. All final applicants for this position will be asked to consent to a criminal history check. Each application will be considered on its merits. 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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.