• Respond to customer questions through email and message-based support • Provide clear, friendly, and professional assistance • Update customer records and document interactions • Follow simple support procedures and company guidelines • Escalate issues when needed • Maintain confidentiality and accuracy in all communications

• Helping patients and care providers via e-mail, phone and chat with questions about how our services works; • Registering and recording calls and notifications in our system; • Noting what information is still missing and passing this on to the right colleagues; • Forward difficult questions or technical problems that cannot be solved to second-line support colleagues; • Think about how our app and way of working can be improved.

Role Description We are looking for an enthusiastic merchant service representative who will support our customers by resolving product and service issues, and providing information and education through in-depth knowledge of our products and services. - Demonstrate a strong commitment to being “Customer Obsessed”, with a strong focus on quality of communication and feedback provided on calls. - Handle incoming and outgoing calls, create, manage, follow-up and resolve support requests via ticket-based CRM (Zendesk) with a high level of attention to detail whilst providing clients with regular progress updates. - Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem and selecting, explaining & applying the best solution to the problem. - Identify patterns & trends for merchant issues as well as attempting to replicate and complete testing to resolve said issue. - Manage the escalation process where required to better service merchants. - Contribute towards merchant servicing documentation, both creation and maintenance. - Manage internal & external system access to support oriented systems. Qualifications - A can do attitude, and a willingness to learn, we are keen for you to grow with our business. - A genuine interest in payments and technology and want to further your skills in the industry. - Willingness to build relationships and communicate with internal + external stakeholders. - Adaptability, multitasking and working in a fast paced environment. You will need to have good time management skills. - Ability to think on your feet and problem solve. - Flexible to work on a rotating roster in a structured environment. Requirements - At least 2 years experience as a help desk technician or a technical customer service support role. - Proven experience in troubleshooting banking, payments or Point of Sale (POS) systems issues. - Previous experience working with Zendesk or other ticketing systems. Benefits - Work from overseas up to 4 weeks per year. - Annual team offsite. - Social events run by our social committee. - Swap a public holiday and take an alternative day off. - Paid leave for volunteering. - Employee Share Option Plan (subject to invitation). - Paid parental leave for primary and secondary carers. - Novated lease and salary sacrifice options.

Role Description To provide remote-based technical support (phone/email/remote desktop) to resolve incidents and problems logged by end-user customers, partners, and IT integrators across Canon's software solutions portfolio. Working in accordance with defined service levels and managing stakeholder commitments to provide enterprise level software/application support. - Review incident and mark-up missing/incorrect data such as priority, entitlement, product, issue type. Ensure incidents are aligned to correct resolver groups. - Manage and resolve incidents/problems related to software functionality, installation, configuration, and usage. - Diagnose and resolve software problems by analysing log files, error messages, and user-reported issues. Document issues, create workarounds, and escalate complex issues to Senior Software Support Specialists. - Manage and prioritise assigned incidents by customer entitlement, impact, and urgency to achieve SLAs. - Responsible for ensuring that relevant stakeholders are communicated to with regular updates during the lifecycle of the incident. - Maximise remote incident resolution levels, reducing field-based costs. - Management of customer specific data and documentation to support business processes. - Proactively develop and enhance the quality of Professional Services provided to Canon’s internal and external customers through the sharing of best practice, development groups, and investing in personal development. Qualifications - Bachelor's Degree (e.g. Business, IT or same kind) - Customer Service background and with BPO experience - Experience in supporting and assisting customers and colleagues via phone, Skype and email - High level of accuracy, superior attention to detail and a strong work ethic - Excellent time management and prioritization skills - Ability to work independently and flexible - Experience in software installation, configuration, and troubleshooting. - Minimum of 1 year experience working in a similar customer facing role - A good working knowledge of Microsoft Operating systems, Active Directory, Network infrastructures, DNS, DHCP, Firewalls, Azure, Cloud, SaaS, Hyper-V/VMWare, RDP Benefits - Flexible working arrangements - Inclusive and diverse workforce - Equal opportunity employer