Total 3,937 Customer Service job vacancies in sydney or melbourne

The Game Changers:

At AP+ we're changing the game! We're doing big things, and we can't do it alone. We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful. We value the unique talents, perspectives, of all our employees. This includes people of all gender identities and sexual orientations, First Nations Peoples, people of all abilities and diverse backgrounds, as well as their families. AP+ brings together Australia’s three domestic payment providers, BPAY Group, eftpos and NPP Australia, into one integrated entity. Bringing these businesses together enables AP+ to create a more competitive and coordinated Australian payments organisation that is strategically placed to respond to the impacts of regulatory and technological change today, and into the future.

The Purpose:

The Technology Operations team provides operational support across multiple products, systems and applications in a multi-vendor 24/7 real-time payments processing environment. The team serves as a primary point of contact for internal and external operational and technical teams.

The primary objective of this role is to deliver extensive application and technical support for the tokenisation and 3DS services. Responsibilities include collaborating with testing and project teams, vendor support teams, customers and performing daily production support activities.

You will be responsible for:

• Undertake the day to day support activities and complete tasks within agreed service levels and in accordance with the documented procedures.
• Maintain the health of the supported applications through regular proactive monitoring and remediate any issues which impact application availability and performance.
• Collaborate with internal and external support teams to ensure smooth functioning of the applications and resolution of issues.
• Undertake post incident reviews and root cause analysis as part of problem management.
• Participate in change enablement forums and perform appropriate risk and impact assessment including communication to relevant stakeholders.
• Provide afterhours support which includes overnight/weekend key processing activities, change and release deployments.
• Participate in the 24/7 on-call roster to support incident management and restoration of services.
• Support project work including non-functional testing, configuration activities, documentation review, implementation support outside of business hours.
• Develop and maintain a knowledge management database.
• Identify opportunities to improve observability of application health and performance.
• Drive continual improvement through improving task workflows, application processes and working towards automation.

In order for you to be successful in the role, you'll have:

• Minimum 3 years in an application support role or equivalent.
• Operational support experience in a 24/7 high availability, real-time payments processing environment.
• Strong understanding of cloud technology e.g. AWS, web services, Apigee API, IP-based protocols.
• Extensive knowledge of Unix/Windows OS, Jboss application server, Oracle SQL, Java.
• Experience with application monitoring tools such as AppDynamics, Splunk, Datadog or Dynatrace.
• Exposure to automation tools e.g. Jenkins.
• Knowledge of payments processing environments – Connex switch,  payment gateway, tokenisation, EMV 3DS.
• Non-functional testing knowledge including documentation of implementation plans and results.
• Strong technical awareness and understanding of the mobile payments domain.
• Understanding of AS2805 format messaging would be beneficial.

What’s Next:
We know applying for a role can be a nerve-wracking experience, so we endeavor to review applications and plan to schedule screening interviews within the next two weeks. If you are among selected candidates, we’ll be in touch to schedule a phone interview. In any case, we will keep you posted on the status of your application.

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to [email protected] We also encourage you to let us know your pronouns at any point during the recruitment process.

Job title  Junior Technical Support Advisor

Reports to: Lead Technical Support Specialist

Location: Hybrid - Sydney CBD (2 days on-site)

Hours: 32hrs across a 4-day week (no salary sacrifice) 

Who we are and what is important to us:

Wonde is an innovative and fast-growing, ed-tech scale-up that is on a mission to deliver cutting-edge technologies to improve ways of working for the education sector.

Our goal is to ensure the focus is always on the learning outcomes for the students. We do this by transforming how school data is maintained, managed and accessed by third-party applications (apps) via our simple API platform.

We are trusted by over 28,000 schools globally in the security and reliability of their technology and data.

We’re committed to changing the lives of students, teachers and parents and want the help of talented individuals who will support our journey in driving better outcomes for the education sector.

Job snapshot:

As Junior Technical Support Advisor you will work closely with our app partners during their development phase with our API, guiding them through the most effective and efficient method based upon their individual product needs. In addition, you will be assisting our schools with any technical support challenges that arise in relation to the various apps that integrate via our platform as well as helping connect their integrations.

You will be working with a growing team of technical support and integrations specialists across a number of projects from individual schools through to state-wide education department rollouts.

What you’ll be doing:

• Work with our Sale and Account Management Team as a key point of technical contact for onboarding new and assisting existing app partners 
• Proactively and reactively engaging with schools to assist with and troubleshoot any issues with their integration or application connections, be that data, system or API related
• Work with our internal development teams to ensure the scoping and prioritisation of tickets meets customer expectations
• Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising schools and apps on best practice
• Be on the front foot with communication, to ensure all stakeholders are always kept up to date in line with our SLA’s
• Maintain high levels of professionalism, customer service, performance and attitude
• Maintain security and procedures set out by the company
• Engaging with the overall communications team to provide support and assist with advanced technical support issues
• Liaise with various team members to help coordinate the rollout of new school applications

What we’re hoping you’ll bring: 

• Experience in a technical support focused role via phone and email is a must
• Knowledge of Databases and SQL (desirable but not required)
• Familiarity with Zendesk/ticketing systems and Jira (desirable but not required)
• Previous experience supporting an API / SaaS company (desirable but not required)

What you’ll get: 

Wonde is much more than just a place to work. It is a place to grow, innovate, excel and learn. We have tech people, creative people and people people, all focused on providing superior customer experience. 

We value, support and champion those we work with - promoting personal growth and happiness. We get that our success is dependent on the collective energy, intelligence and contributions of all our team members and we are committed to ensuring our work environment is the best it can be. 

We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:

• 4-day working week 
• Flexible working schedule/work-from-home opportunities
• Buying and selling holiday scheme (unlimited)
• Additional holiday for length of service 
• Annual allowance for volunteering days 
• Onsite trained mental and well-being champions 
• Monthly lunch club (on us) 
• Comprehensive wellness programmes 
• Enhanced maternity, paternity and adoption benefits 
• Financial contribution to the set up of work-from-home environments 
• Use of new and leading technology in the form of Apple products 
• Frequent company-funded social events
• Office closure between Christmas & New Year 
• Access to continuous learning and development opportunities
• Comprehensive employee referral scheme 
• Casual Dress Code

In addition to the above, you’ll have access to our ‘take your pick’ benefits scheme which is tailored specifically to you! 

Wonde is an equal-opportunity employer. We encourage interest from all candidates and do not discriminate against any non-merit factors. If you require any adjustments to the application or selection process please call or email us so we can ensure you have the correct support. 

careers@wonde.com

• Part time (Monday to Wednesday, 10am-3pm)
• Diverse culture focused on employee engagement and development
• B-Corp company with multi-award winning products (Good Design, Red Dot and Dezeen)
• Customer-centric support team (4.8 / 5 star rating out of 2000+ customer reviews)

About Eva

Hi, we’re Eva! And we’re here to help fill your home with beautiful, functional, and affordable furniture. With our laser focus on design, marketing and customer-centricity, we want you to jump on board as we accelerate towards becoming Australia’s leading digital furniture company.

People are a huge part of the way we work at Eva, and we believe in caring for each other, ourselves, our community and our customers. We value honesty and authenticity and work together with humility to make things happen! When the team wins, we all win. If this sounds like a team you'd like to be part of, read on below.

What’s the day to day like?  

• Be the main point of contact for customers on a daily basis by solving customer queries through Zendesk tickets, phone calls and other channels as necessary.
• Dispatch daily orders, ensuring successful delivery and keeping customers up to date
• Address any issues from customers and oversee day to day operations across the department such as organising returns and refunds and payment cancellations. 
• Liaising with freight companies to ensure deliveries are met and keeping customers informed along the way
• Aim to delight and achieve above industry standard NPS and CSAT scores
• Strive for greater efficiency across all customer support processes including identifying processes for improvement and implementing automations where necessary

Overview of the role

When we say customer-centricity, we actually mean it. We truly care about our customers and in order for you to succeed in this role, we need you to really care about them too. Being a customer-centric company means that you are our port-of-call for all customer feedback which is essential when we want to be one of the best darn digital furniture companies in Australia.

Being an entry level position, we’d love to help train you into becoming the next voice of eva. This is great entry point into a start up, where you'll learn skills such as liaising with operations, learning from the product team, or providing important feedback to marketing. All we need from you is the right mindset to learn quickly, think out of the box and flourish in a role that’s immensely rewarding. Plus we’re a pretty cool bunch of people.

• Experience in ecommerce, logistics or retail consumer goods settings
• Are tech-savvy and have experience using and optimising Zendesk and Monday
• An ability to multitask like a task conquering octopus
• Organisational skills that would make Marie Kondo jealous. 
• Calm under pressure and can think on your feet when tackling problems head-on. You don’t need to always have the answers, but you know where to find them.
• Find yourself naturally building relationships with the barista at your local coffee shop.
• Availability to work a set roster which includes one weekend day 
• You’re data and metrics-driven, you’re naturally inquisitive about what the insights tell us and use this to inform decisions. 
• Ability to work relatively unsupervised

What else is in it for you?

• Flexible work arrangements (hybrid in-office and WFH)
• Annual company-wide Rest and Recover day
• Monthly team events (prev. events have included the Australian open, cooking classes & escape rooms).
• Free anniversary mattress and sweet, sweet friend/family discounts.
• Support for any course, conference or training that will help us mutually grow, ears and budget for any wild (but justifiable) ideas.
• An autonomous work environment where there is never a regular ‘days work’.
• All the coffee/ tea/ beers/ kombucha you need.
• A diverse culture and a bunch of really lovely people

If you’ve managed to read this all the way through and have found yourself nodding along the way, then we’d love to see your application come through to our inbox.

Yours kindly,

Amanda from Eva

First Focus is Australia's best mid-market Managed Service Provider, bar none. We are growing fast and now have over 270 staff across Australia, New Zealand, Philippines, South Africa and Ireland. We are a stable and very focused company, with over 15 years of consistent growth and we're continuing to win new clients and evolve our solutions.

We pride ourselves on being a genuinely great place to work, with a dynamic culture, clear vision and strong leadership. We only hire the best people and are a looking for an exceptional IT professional with a deep understanding of both Managed Services and the needs of mid-tier clients.

We are looking for the best MSP-specialised Senior Service Desk professional in Australia. Why would such an amazing person consider coming to First Focus? What makes First Focus better than where you are today?

• We understand the challenges of Service Desk specialists and work with you and our clients to make sure you still get the time and the opportunity to train and develop
• We seek the best clients for our team to work with as well as the best people to support our clients
• We know that great Service Desk professionals value different things to field support (for example) - daily variety, great customer relationships and new challenges
• We find and retain the best. Best Service Desk, best Managers, best Project Engineers, best team!

Duties

• Providing remote service desk support to a variety of environments from 10 - 500 users, as a point of escalation and SME
• Supporting a combination of servers, desktops and applications within Microsoft Azure, AD and M365 environments
• Delivering the support of Azure, VMWare and Citrix cloud infrastructure
• Performing a wide variety of support across many technologies
• Occasional project team work to deploy solutions for customers
• Working with highly experienced solutions experts to maintain best practice environments

Requirements

• Advanced understanding of end user support and Active Directory
• Comprehensive knowledge of Windows Server, Azure and Exchange
• Genuine exposure across technical infrastructure from desktop to firewall, including LAN & WAN networking
• An understanding of ticketing systems and customer service principles

Benefits

First Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:

• Compelling package that includes salary, training and flexible arrangements
• All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors
• First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements
• ‘Never Stop Growing’ is deeply imbedded in our DNA - we offer up to 10 paid training days a year and support employees towards certifications and qualifications - we will not only pay for the exam but will also give you a pay rise for achieving certs (conditions apply, of course)
• Staff are encouraged to take advantage of our weekly internal training sessions and library
• Opportunities for personal and professional development with our FastTrack mentor program
• We have our very own MAD (making a difference) Council, focusing on equality, charity, and the environment
• Option of a Tesla company car as part of your ongoing employment package (conditions apply)
• Regular social events and a great team culture!

First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

Role Purpose

The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscription revenue & supporting the company’s growth through quality Customer Experience (CX). Each team under the CO umbrella has a key function whether it's to embed products, deliver satisfaction, deliver agreed customer outcomes or internally, define the CX strategy or enable the division's success.

Customer Success team within the CO is responsible for the complete post-sale success and satisfaction of Wood Mackenzie customers. CS team plays a crucial role in the entire customer lifecycle and proactively helps customers drive value from their subscription. Leveraging account health scores and VoC, the CS team members create effective strategies for deriving actionable insights to measure and improve customer retention and satisfaction. If you are passionate about maximizing impact and creating exceptional experience for every customer, join us!

As a Senior Customer Success Specialist, you will work as an individual contributor within the High Touch Customer Success Team. You will engage with Wood Mackenzie high and mid- value customers across specific industry segments, specific regions and deliver tailored success programs to help your customers discover the full potential of Wood Mackenzie.

You will work in close collaboration with the wider business, with the goal of streamlining and structuring the customer journey more efficiently for maximum impact and value. As a trusted advisor, you will ensure our customers have the products and services that best fit their immediate needs and their future use cases.

Main Responsibilities

In this customer facing role, you are responsible to deliver the desired business outcomes, steered by our Customer Success Platform, in a human led and digitally enabled model. Key responsibilities include:

• Build & maintain strong relationships within assigned high and mid-value customer accounts, and continually delight them with a positive, customer centric attitude.

• Work collaboratively with customers to ensure that they are finding value in our products and services. Develop clear understanding of the customer’s goals, needs, expectations and preferences continuously.
• During onboarding, ensure that customers are properly trained, equipped with the right tools & resources, and educated on subscribed WM products; to optimize product usage and to minimize their adoption time. Ensure customer is ready for a successful launch and long-term success and growth.
• Collaborate with internal teams to facilitate early increased adoption and maximum product usage. Also, coach customers to adopt relevant practices and to maximize their investment in the product to achieve or exceed their goals.
• Collaborate with internal stakeholders for the delivery of high-quality customer experience and system/application performance; ensuring future demand from growth and projects is understood and factored into capacity plans.
• Monitor and report customer health and develop plans for improvements where risks/issues that may prevent or delay success for the customer are identified.
• Be a customer advocate, capturing & delivering customer feedback, to respective teams and identifying opportunities for improvements.
• Be the voice of the customers in the company, providing the suitable balance between the customer’s requests and the company’s vision.
• Identify, measure, track and communicate important insights via quarterly business reviews (QBRs) that your customers and AMs can use to assess their outcomes and influence the other responsibilities.
• Be commercially minded and work in proximity to the Account/Sales Management Team to position for business retention and growth, contract renewal and service extension.
• Identify need for improvement in process and work collaboratively across teams to effect this.
• Develop, learn and share best customer success practices with team members to continually improve quality, effectiveness, and efficiency of our processes.

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