Your NEXT Opportunity!
This is an exciting opportunity for an experiences and customer focused SaaS Support Specialist to join our supportive and innovative Application Support team, based in our Cheltenham office.
We are looking for a motivated and technically minded individual with strong communication, stakeholder management and problem-solving skills. This role would suit someone with experience in payments, card acquiring, POS terminals or SaaS product support who enjoys working collaboratively across teams, supporting customers and improving the overall customer experience.
The Role
The SaaS Support Specialist is responsible for providing third-level support and guidance for Next Payments’ digital products and terminals, ensuring our customers receive a high level of service and support.
Reporting to the Application Support Manager, you will work closely with internal teams, external vendors, providers and customers to manage esca support matters, improve support processes and contribute to the ongoing enhancement of Next Digital products.
You will apply your previous experience to perform the following principal duties:
- Provide Level 3 escalated support and guidance to Level 1 & 2 Technical Support teams and customers on the use of Next Digital products.
- Analyse customer data and support trends to identify pain points, improvement opportunities and areas for product or process enhancement.
- Collaborate with external vendors, suppliers, internal departments, Technical Support, Product Managers and Development teams to improve the customer experience.
- Support the ongoing maintenance and improvement of Next Digital products.
- Act as an escalation point for third-party hardware and software issues relating to Next Digital products.
- Report on key product support metrics, customer feedback, third-party production issues and escalation processes.
- Assist with the review, documentation and improvement of support processes and BAU workflows.
- Provide product demonstrations, training and knowledge-sharing sessions when required.
- Act as a subject matter expert and trusted advisor for customers and internal stakeholders.
About You
- Previous experience within the payments and card acquiring domain, and with point-of-sale terminals, EFTPOS terminal management, eCommerce solutions or payment products would be an advantage.
- Experience working with POS vendors or payment product providers would be highly regarded.
- Strong customer service focus and the ability to build trust with customers and stakeholders.
- Excellent troubleshooting and problem-solving skills.
- Strong written and verbal communication skills.
- Confidence in managing escalated matters and having difficult conversations with customers when required.
- High level of attention to detail and ability to multitask.
- Ability to work independently under minimal supervision, while also contributing positively within a team environment.
- Ability to quickly learn complex products, processes and technologies.
- Strong organisational, coordination and prioritisation skills.
- A proactive approach, using initiative to identify improvements and support better customer outcomes.
- Ability to transfer information, skills and knowledge to other staff members.
The Perks!
- Friendly, fun, and supportive work environment – we are really proud of the culture we have created!
- True appreciation and recognition of hard work
- Formal training and development company policy with opportunities for supported participation in external certifications and courses
- Established internal career progression pathways
- Regular fresh fruit delivery to the office
- Quarterly social activities and gourmet BBQs provided
- Close to public transport. We are 10 minutes away from Cheltenham train station and have the 767, 811 & 812 bus stop right outside our front door!
About Us
Established in 2013, Next Payments is one of Australia’s strongest, multi-award winning and fastest growing payments companies. Headquartered in Melbourne with branches in Sydney, Brisbane, and Wellington, we are 97% Australian and 3% New Zealand owned with Macquarie Group being our largest shareholder.
At Next Payments, our success is due to our proven and reliable products and services, ensuring the seamless operation of our customers’ businesses. We provide end to end solutions in the payments space, including ATM installation and services, issuing, and managing digital wallets, QR code payments, debit and prepaid card issuing, and bespoke customer experience integration.
We are an equal opportunity employer and value diversity at our company. We actively recognise our committed people and provide exciting learning and career development opportunities.
At Next you will matter, whatever it takes! We call it Next Respect.
Next Payments is environmentally conscious and after 3 years of hard work, we are proudly Carbon Neutral certified!
How to Apply
If you would like to join Next Payments, please send us your resume and a short cover letter – We want to hear from you personally and understand why this role and our company is of interest!
Please note that only candidates required for interview will be contacted.
You must have the right to live and work in Australia to apply for this position.
Next Payments is not accepting inquiries from recruitment agencies for this position.
