About Us
Established in 2006, Live Payments is one of Australia's leading payment service providers, servicing thousands of businesses with a variety of payment solutions. Our global workforce of over 140 people continues to focus on innovation in the highly competitive payments landscape.
We're proud to nurture an environment where you'll love what you do, collaborate with talented people, and always know your contributions are valued and respected.
About the Role
Live Payments is seeking a Technical Support Representative Level I.
This role offers a distinctive opportunity that combines the dynamics of a start-up with the potential for significant growth, enabling you to make a substantial impact right from the beginning.
We are seeking a skilled and personable individual for the role of Technical Support Level 1. This position involves providing advanced technical assistance to customers while delivering exceptional customer service. The successful candidate will handle complex technical inquiries via various communication channels, including phone, email, and live chat.
You will be reporting to the Customer Support Team Lead.
The impact you will have:
Operational:
- Deliver high-quality support across multiple channels (phone, email, chat, social media)
- Handle enquiries including product info, billing, cancellations, and technical issues
- Maintain a professional, friendly, and empathetic approach in resolving issues
- Provide basic to advanced troubleshooting for device, account-related concerns, and walk-throughs
- Clearly explain processes and their purpose
- Set clear expectations on next steps, follow-ups, or escalation timeline
- Recognize and escalate complex or unresolved cases to the appropriate team
- Ensure timely and accurate data entry, ticket updates, and case documentation
- Help with admin tasks including reporting, shift validation, customer follow-up
- Follow documented support procedures/articles, internal workflows, and escalation paths
Process Improvement
- Identify and share improvement opportunities
- Collaborate with teams to provide feedback on product/service issues
- Stay updated on product changes, device updates, and known issues
- Ensure compliance with quality and service standards
Employee Development
- Obtain product mastery to respond to the customers concerns promptly and accordingly
- Promote continuous learning and knowledge-sharing within the team
Team Interface
- Work closely with Level 2 agents, supports/team leads to coordinate escalations and learn from resolved cases
- Flag potential system issues or process gaps to the appropriate team
- Participating in team huddles, 1:1 session, and coaching conversations with openness to feedback
- Encourage a collaborative, quality-driven team environment
Related Duties as Assigned
- Perform other duties as assigned.
About you and the talents we are looking for:
We're a proactive, motivated individual ready to take on the challenges of a Level 1 Technical Support role. If you're customer-focused and keen to enhance support processes and team growth, we'd love to hear from you.
Experience:
- At least 1–2 years of experience in a technical support role is a must
- Solid background in technical support, with experience using ticketing systems, phone, and live chat tools.
- Comfortable managing multiple tasks while staying organized.
- Background in mobile or EFTPOS devices, payment platforms, or telecommunications is a strong advantage
Skills Requirement
- Confident in identifying network connectivity issues and device behavior
- Comfortable navigating and interpreting basic network connectivity diagrams
- Strong troubleshooting and remote support skills within scope of L1 responsibilities
- Clear communicator with excellent problem-solving abilities
- Fluent in English (both written and verbal) required
- Ability to analyze and translate data into action
- Highly organized and adaptable
- Technically minded with a customer-first approach
- Proficient in Microsoft Office and adaptable to various tools
- Motivated, results-driven, and team oriented
Core Competencies
- Lead by example with integrity and accountability
- Logical and solutions focused with strong critical thinking
- Results-oriented with an eye for continuous improvement
- Strong communicator and effective multitasker
Functional / Technical Competencies
- Apply technical insights to refine support processes
- Maintain high-quality service standards
- Align outcomes with customer-focused goals
Technology and Work Environment Requirements:
- A home internet connection of more than 50 Mbps (you can check using SpeedTest.net)
- Ability to connect via ethernet cable directly to the modem
- Must have a quiet workspace near your router for a wired setup
What will you receive:
- P10,000 sign-on bonus for new hires
- Flexible work arrangement
- Company-provided laptop
- HMO coverage + 1 Free Dependent (Upon regularization)
- Earn 2 Service Incentive Leave credits per month
- A day off for your birthday
- A Health scheme of up to P1,000 per month that can be used to claim back on gym memberships, massages, chiro and more
- A Learning & Development scheme capped at P38,000 per financial year that can be used to claim on courses, programs, memberships or certifications
- Recognition and rewards platform with access to top brand gift cards
- Regular in-person team events
