Customer Operations Generalist

Description
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
.

As pioneers within the Australia and New Zealand payments landscape,
Eway
is a leading business-to-business ecommerce provider and
Ezidebit
a digital recurring business-to-consumer payments processing platform.

*SALARY*
The salary for this role is $80,000 + super.

Location:
Remote working Perth hours

About The Role
Reporting to the Customer Operations Manager, the Customer Support Generalist is responsible for product application support to the Storman Software customers through a standardised triage, investigation and communication framework.

Responsibilities

• Provide software and technical support to the business customers globally.
• Improve our customer's experience with the use of our products and services.
• Build and maintain strong client relationships.
• Provide support to users and administrators initially via phone, case management, instant chat, and web conferencing, analysing log files and providing solutions and guidance.
• Methodically investigate and resolve queries and issues reported by customers and partners.
• Manage customer support tickets including prioritising escalated issues and liaising with the Customer Support Specialists.
• Configuring systems and guiding customers in their use.
• Problem-solving and troubleshooting to diagnose technical issues aiming for first time resolution.
• Ensure enquiries are responded to within established timeframes and customer satisfaction scores (KPIs) and technical support service levels (SLAs) are achieved.
• Identify key learning opportunities to enhance the internal technical knowledge base and contribute to the development of self-help materials and strategies.
• Work with and support team members to promote learning, contribute to problem solving and drive effective and efficient practices.
• Conduct pilot tests in the test environment prior to deployment to verify application behaviour.
• Evaluate processes with a focus on improving the user experience.
• Effectively communicate and engage with team members, users and vendors to resolve system and application issues.
• Work with colleagues to advance projects, support others and accept support from team members; and
• Other duties as reasonably requested by Storman.

ABOUT YOU

• Typically Minimum 3 to 4 years of relevant experience.
• Previous customer service experience ideally in a SAAS environment
• Computer Skills - moderate skills and technical background preferred.
• Industry Knowledge - Ability to develop basic storage industry knowledge
• Research - Basic ability to research issues and resolve customer inquiries

Our Benefits
Join a leading global technology brand that offers benefits you'll actually value, including:

• Flexible work arrangements that support your unique need;
• 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. Please note you will be redirected to a Global Payments careers page to submit your application.

All final applicants for this position will be asked to consent to a criminal history check. Each application will be considered on its merits.