Tier 1 Support Specialist

1 week ago

Redfern, Australia Reapit ANZ Full time

**Reapit - Who are we?**

Reapit is the original, end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents to build relationships and grow their businesses for more than 25 years. Our technology connects property professionals in Europe, the Middle East, Australia, and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.

In Australia, Reapit stands as the preferred technology choice among the nation's leading estate agents and agencies. Tailored to the unique demands of the Australian property market, Reapit provides successful leaders with unparalleled tools across sales, property management, client relations, and data analytics, reinforcing their position at the pinnacle of real estate excellence.

**What you’ll be doing**

Reporting to the Agentbox Support Manager you’ll be involved in;
- Delivering service excellence and support to end-users utilizing multiple support channels
- Effectively managing tickets to ensure the optimum outcome for the client.
- Ensuring client wait times are kept to set standards
- Demonstrating product knowledge to educate our clients on platform use
- Reallocation of tickets where applicable, liaising with internal departments i.e. CSM, Finance, Training, Implementations & Sales.
- Handling support tickets from high-value/high-influence clients
- Maintaining up-to-date ticket information within our CRM platform
- Delivering technical information to a non-technical audience (internal and external parties).

**Who we're looking for**

At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don’t worry if you don’t meet all of them, we’d still like to hear from you.
- Experience in achieving KPIs
- Experience in a Technical Support role
- Experience working in a team environment
- Knowledge/experience within the property industry
- Contact centre experience

**What your impact and success looks like**

We expect your success and impact in the early stages of your career with us to look something like this:
Within 1 month:

- Completion of training
- Fundamental understanding of our platform
- Understanding and usage of our internal systems
- Assisting our clients over multiple contact channels

Within 3 months:

- Intermediate understanding of our platform
- Consistent achievement of set KPIs
- Intermediate understanding of internal systems and processes

Within 6 months:

- Advanced understanding of our platform
- Full autonomy in role
- Advanced understanding of internal systems and processes

**Don't tick all the boxes? Neither do we**

We care about our industry and want it to become a more inclusive and diverse place to work. So, we’re driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all
our employees.

**“We are a 2025 Circle Back Initiative Employer - we commit to respond to every applicant.”

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