Service Operations Specialist (VIC)

Position Details

Who We Are

Our mission is to provide a range of market-leading, future-proof payment services to small, medium, and large businesses across Australia & NZ. With a 10+ year history in the payments industry, we have built solid foundations to support our company objectives as we evolve and continue scaling.

About the Role

We are looking for an experienced Service Operations Specialist who can spearhead this new business division as we develop an in-house field services function to service our SME merchants throughout Australia. You will be highly motivated, a problem solver, and a product knowledge expert. The position is based at our South Melbourne office and oversees the onsite warehouse. Responsibilities include managing inventory, tech support callouts and site installations, the provisioning and logistics process including quality assurance, co-ordination of hardware shipping, creating and optimising processes, and liaising closely with internal and external stakeholders.

Duties and Key responsibilities

• Installing, upgrading, replacing and de-installing EFTPOS terminals at merchant sites throughout metro Melbourne
• Providing on-site and over the phone training and technical support to new and existing merchants including scheduled over the phone (remote) installations
• Managing and retaining relationships with existing clients with particular focus on multi-site and VIP merchants
• Merchant technical support, advice, and assistance where required
• Level 2 in-house technical support and other support escalations coming from our Customer Support and Success teams
• Be a point of contact for our Support team on all technical support issues when required
• Managing stock levels at the warehouse including co-ordinating decommissions, swaps, and re-provisioning of terminals
• Managing configuration, provisioning and QA-ing terminals pre-roll out and install
• Coordinating terminal shipments and remote installs (where required) to our merchants and Partners nationally

Experience Required

• 3+ years working in Field Services/Operations and/or Technical Support within Payments industry
• Strong technical knowledge of EFTPOS terminals and related software/hardware
• Excellent communication skills (both verbal and written)
• Proven ability to build strong relationships and collaborate with internal and external teams
• A full and current Australian drivers’ license.
• You have loads of initiative and self-motivation and the ability to work in a fast-paced environment
• Leadership and management qualities

What’s in it for you

• Fantastic career growth and development opportunities
• Free home internet & Telstra mobile phone plan as well as other PayNuts employee perks
• An extra day of annual leave to celebrate your birthday
• Generous paid parental leave
• Flexible working environment
• Regular social events and employee engagement program

To apply please complete the submission form on this page and attach a current resume. We look forward to hearing from you.