Customer Support Specialist - Matterport

Domain; Sydney; Hybrid; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Hybrid work environment

Beautiful office in Sydney CBD

Regular milestone parties

Job security with a leading PropTech

Job summary

PropertyMe is Australia’s leading cloud-based property management platform, serving thousands of real estate professionals across Australia and New Zealand. We are seeking a Customer Support Specialist to deliver outstanding first-line support in a fast-paced desk environment.

You will handle inbound inquiries by phone, email and chat, refer to the knowledge base, triage requests, and keep detailed ticket notes in Zendesk while helping grow our help resources and videos for customers.

Qualifications

• Previous experience in Property Management, Real Estate or Trust Accounting.
• Experience providing phone and email support in a high-volume environment.
• Ability to identify upsell opportunities and recognise churn signs.
• Strong troubleshooting and active listening skills.

Responsibilities

• First point of contact for inbound support via phone, email & chat.
• Respond to questions using the PropertyMe knowledge base.
• Triage requests and apply the most appropriate action.
• Provide well composed, spelling and grammar in responses.
• Maintain comprehensive notes in Zendesk.
• Support new customer service initiatives as required.
• Contribute to knowledge base and create helpful videos.

Skills

Customer support

Communication

Problem solving

Tech-savvy

Tools

Zendesk

Job description

Showing 262 Customer Support Specialist Matterport jobs in Sydney

Join the National Leader in Cloud-Based Property Management

Our Story:

PropertyMe is Australia’s number one property management platform. With over 60% market share, more than 35,000 real estate professionals rely on PropertyMe every day to manage over 1.8 million properties across Australia and New Zealand. Backed by EQT, a global investment firm with deep expertise in technology and vertical SaaS, we’re not resting on our laurels.

Join a growing team, in a growing business as we continue to consistently grow our core business and expand into exciting new markets and products.

Your work will make an impact on the day-to-day lives of millions of Australian real estate professionals, tenants and owners.

Your Mission

Our Customer Support specialists provide the PropertyMe community with outstanding levels of support in their day‑to‑day use of PropertyMe products. They provide timely first point of contact for inbound support in a dynamic support desk environment. You will be challenged on a daily basis, and be encouraged to think outside the box, to develop an understanding of our customer, and their real estate needs.

If you want to be a key contributor to a high performing team, this is your chance. We want you to bring your previous experience and help us continue building a supportive and customer‑focused culture that champions quality and collaboration. Our support team is continually working to advocate on behalf of our customers, to provide solutions and essential feedback to our product and engineering teams.

The role of a Customer Support Specialist

• First point of contact for inbound support enquiries (responses via phone, email & chat)
• Respond to questions drawing on the PropertyMe knowledge base
• Triage requests and apply the most appropriate course of action
• Provide well composed, spelling & grammatically correct email and chat responses
• Keep comprehensive notes of all conversations with customers in our ticketing software (Zendesk)
• Support and embrace any new customer service initiatives introduced by PropertyMe as required
• Contribute to the development of support resources by building out and maintaining the knowledge base, as well as creating clear and engaging help videos

Who are you

• An advocate for the customer – committed to providing a high level of support
• A natural communicator – excellent written, verbal and customer service skills
• Team player, great work ethic and ability to work in a dynamic, fast moving environment
• Hungry to learn – fast and willing to learn new skills
• An active listener – the ability to understand the customer and provide a customer centric solution
• A problem solver – you enjoy sinking your teeth into assisting our customers resolve their issues on a daily basis
• Lover of technology – happy to champion new technology and promote its benefits

Experience

• Previous experience in Property Management, Real Estate or Trust Accounting is a must
• Demonstrated experience providing phone and email support within a high‑volume, demanding support centre environment, including a strong commitment to making timely customer phone calls to resolve issues, provide updates, and ensure a positive customer experience
• Experience identifying upsell opportunities and recognise early warning signs of churn through customer interactions to support revenue growth and customer retention objectives
• Effective troubleshooting and problem resolution skills with the ability to use active listening and questioning techniques to gain an understanding of customer needs
• Customer service focused mindset, acting with customer needs in mind using information to suggest improvements in products and services
• Use critical thinking skills to handle complex customer issues with confidence, patience, and poise to deliver a world class customer experience
• Proven organisational and time management skills; concentrating efforts to prioritise effective and efficient use of time
• Familiarity using a ticketing/CRM system, Zendesk experience would be advantageous

The Benefits and Perks

• A nurturing and empowering team to help you reach your full potential
• Hybrid work environment 2 days from office
• Beautiful office in Sydney CBD
• Regular milestone parties
• Job security working for one of Australia’s leading PropTech companies

It’s uncertain times at the moment, but there’s nothing uncertain about the opportunity here at PropertyMe, we’re building something special and we want to chat to you about joining us, no matter your background.

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Meet Nuvei, Nuvei is the global fintech building the infrastructure for every payment, everywhere. Its modular, flexible, and scalable technology enables leading companies to accept next‑generation payments, offer all payout options, and benefit from card issuing, banking, risk, and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 52 markets, 150 currencies, and over 720 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally through one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Nuvei is an equal‑opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves.

Nuvei we celebrate collaboration and innovation and is committed to developing a diverse and inclusive workplace. We are always looking for exceptional talent to join us on the journey!

At Nuvei we are committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity.

Working Language

• English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

This is a great opportunity to join an innovative and growing company. Free onsite parking available and accessible via public transport…