AddressOne third of Australians live in a rental home and one-in-eight own one, but the experience is often, well… not great. Renters have to shout to be heard. Property investors have little visibility or control over one of their most valuable assets. And property managers and business owners are shackled to antiquated technology. Nobody is happy. So, we’re rebuilding property management from the ground up with a platform that delivers a better experience for everyone.
As a Technical Support Specialistyou will be responsible for solving escalated and time sensitive customer requests pertaining to renting, owning, servicing and managing a residential property. If you are energetic and motivated by solving multi-faceted problems and translating them into delightful customer experiences, you will find a lot of satisfaction in this role.
You will get to work in a fast growing team on a platform that is cutting edge. You will be immersed in both Fintech and Proptech and will interact with customers as well as our customer facing teams, our product team and engineering teams. You will be supported to become an expert in our platform and use this knowledge to troubleshoot questions from our customers and provide exceptional customer experience.
Accountabilities:
- Apply logical, methodical, and efficient troubleshooting techniques to deliver the best customer experience end to end.
- Proactively identify improvements to the product, isolate and reproduce bugs and otherwise determine high-impact opportunities to enhance the customer experience
- Ability to program and/or script in a programming language (Javascript, Python etc)
- Ability to write/debug SQL scripts, querying/amending DB
- Interpret case issues and assess the risk of impact. Escalate appropriately to achieve the best outcome for the customer
- Effective use of Ticketing system (Zendesk) to record case details with an appropriate level of detail
- Develop and maintain an understanding of customer Service Level Agreements
- Assume ownership for the coordination, investigation and documentation of customer cases and system incidents
- Monitor cases and issues to resolution and follow up where appropriate to ensure customer satisfaction
- Maintain high level of product knowledge and case handling skills
- Collation of consumer feedback and surfacing internally to contribute to process improvement and learning loops
- Good documentation skills with attention to detail and able to follow process
Personal Attributes:
- You are energetic and have a strong personal drive for ongoing learning
- You have a strong ability to multitask and set priorities according to best outcomes
- You enjoy problem solving and are keen to contribute to process improvements.
- You work well independently but are also a great team player who will work closely with a cross functional team that is geographically dispersed
- You are very comfortable communicating and working with clients to help resolve problems
- You are well organised in your work habits and are diligent in updating and maintaining ticketing systems
- You are mature, responsible and have a can-do attitude
Professional Attributes
- Qualification in a relevant field (IT, Systems etc)
- 5+ years experience in B2B & B2C application support, preferably for a tech/software product
- Write SQL scripts. Previous programming experience is preferable but not essential
- High level of organisational and time management skills
- Maintain our knowledge base to facilitate prompt resolution
- Fluent English and excellent communicator with strong verbal and written skills
- Solid understanding of both iOS and Android mobile operating systems and mobile device functionality as well as App Store platforms
- Have experience with working with support ticketing systems such as Jira and Zendesk
- Experience with payment processing and usage of different payment systems will be considered an advantage
