Level 1 Customer and Operations Support Analyst

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Publish Date: Sep 15, 2021

Location: Melbourne, Victoria, AU

Company: worldline

About Worldline

Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros. worldline.com


Are you a Customer and IT Support Professional with a passion for providing great customer experiences and technical support excellence? If so, then come join our team in Preston, Victoria as a Level 1 IT Operations and Customer Support Analyst on a full-time basis.

The Level 1 IT Operations and Customer Support Analyst works in our IT/Customer Service Centre to provide exceptional customer support for our external customers, while serving as a customer and technical escalation point to our Level 2 Support Analysts. The role is responsible for first line contact with our business-to-business customers (e.g. merchants) for product and payment issues, questions and requests, as well as our first-responders to system alerts related to our IT systems.


About You:


You are well-versed in, and passionate about providing great customer experiences for external customers. You will have good experience with customer call/ticket handling and fulfilling customer requests effectively. Your verbal and written communication skills are proficient, precise and professional. You will have experience in first-level Service Desk or Help Desk support roles and enjoy working in a fast-paced environment where you can learn different functional and technical skills whilst on-the-job. You are accustomed to working a flexible weekday shift (anywhere between the hours of 6am and 8pm) and being on-call 24x7 on a rotating schedule to respond to high priority incidents, if required.


Key Responsibilities:


Primary responsibility areas are to provide first-line Customer Support, Request Fulfilment and IT Operational Support at a first-tier level to service Customer questions and issues relating to our online payment solutions. This will involve providing phone support for our external Customers and managing internal system alerts to respond to potential issues with our IT systems. You’ll be working in email and ticket support systems, and collaborating with our internal Technical, Functional and Operations Support staff in the areas of Alert Response and IT Incident Management, as well as interacting with our Third-Party Partners (e.g., Banks, Telcos, IT Vendors/Suppliers). Other responsibilities will include performing request fulfilment tasks associated with our online payment services and ensuring timely and appropriate Customer communications are provided throughout.


Qualifications – You Will Possess:


  • 1+ year of experience in a Customer Service Desk or IT Help Desk role providing both Customer and IT operational support for internal/external users of online services and platforms (e-commerce or payments experience highly desirable).
  • Great customer-interaction skills underpinned by excellent written and verbal communication skills.
  • Desirable: ITIL v3/4 experience or Certifications and/or equivalent experience in IT Operational Support.



What's next?


This is a unique and exciting opportunity to work with a leading Australian technology provider. Successful candidates will work on exciting challenges and be given the opportunity to grow professionally within the organisation. Send us your resume and a cover letter describing your suitability for this role. If you have the right skills and experience for the role, someone from our Recruitment team will be in touch. 

The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow.

Job Segment: Operations Manager, Help Desk, Information Technology, Service Desk, Operations, Technology, Customer Service