Senior SMB Application Support Specialist

Job Description

Senior SMB Application Support Specialist 6 days ago Be among the first 25 applicants Direct message the job poster from ANZ Worldline Payment Solutions Amplifying Workforce with Exceptional Talent This is ANZ Worldline Payment Solutions ANZ Worldline Payment Solutions is a joint venture between ANZ Banking Group and Europe’s leading payment technology company, Worldline. We launched in Australia in early 2022, providing in-store and ecommerce payment solutions to around 60,000 Australian businesses. Since then we’ve built a new modern technology platform to enable an exciting roadmap of products and solutions that we’ll launch in Australia throughout 2023 and beyond. What’s it like to work with us? We bring together the spirit of a fintech with the heritage of a big four bank. And while our expertise, products and services make us a leader in payments, our people, purpose, values and culture are the core of our organisation. As an equal opportunity employer, we know our success comes from new insights, diverse points of view and the energy of every member of our 300 strong team. It’s an exciting time to be part of our growing team. Find out more about ANZ Worldline Payment Solutions here. The Opportunity: This role focuses on driving high customer satisfaction in post-sales activities, particularly in Application Support, by leading process improvements, supporting onshore & offshore teams, managing escalations, and contributing to staff training and complaint resolution. Track and manage post-sales and onboarding activities Validate contracts and input data into relevant systems Confirm setups and archive information as required Quality Assessment Complete periodic Quality Assessment on all onshore/offshore consultants within team including entire scope of work, providing Onshore leaders with weekly/monthly updates Customer Experience (CX) Metrics & Data: Collect and define metrics to monitor and improve CX Analyse CX KPIs and provide actionable insights Drive measurable improvements in Customer Experience. Ensure the company adopts a customer-centric approach, meeting customer needs Stakeholder and External Business Partner Collaboration: Maintain relationships with internal stakeholders and external partners Actively contribute to problem-solving activities and implement solutions Documentation & Process Improvement: Writing work instructions for process changes Challenge existing service delivery methods and propose improvements External Best Practices & Industry Trends: Bring in best practices and new perspectives from the industry Stay updated on customer and user experience trends both within and outside the sector Process, Systems & Standards Deployment: Participate in the implementation of new processes, systems, and standards Team Onboarding & Support: Contribute to the onboarding of new team members, ensuring smooth integration Experience Experience in the field of customer services Implementing project initiatives Client/ Back Office support Experience in the field of customer services in branch of cashless payments Key account management experience At Worldline we work in a flexible environment that empowers you to learn, grow and accelerate your career. You’ll have access a great mix of benefits, including: A range of health and wellbeing discounts for gym, nutrition, sporting gear Learning and development opportunities to build your skills Additional Leave options to support families, work in the community or take a career break. You’ll also earn loyalty leave for your tenure. Monthly in person and virtual social events Volunteering leave to support CSR activities Plus other perks and benefits (e.g. novated leasing options) We have modern offices and services to support our people including a parent’s room, prayer room, and end of trip facilities. We also provide EAP services including financial counselling to support managers, employees and their families. Shape the evolution We are on an exciting journey towards the next frontiers of payments technology, and we look for problem solvers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own. Learn more here about working at ANZ Worldline Payment Solutions. Seniority level Associate Employment type Full-time Job function Customer Service #J-18808-Ljbffr