Tier 1 Support Specialist

Reapit; Brisbane; Hybrid; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Flexible Working Policy

Brisbane office 2 days/week

Job summary

Reapit is seeking a capable Technical Support professional to deliver service excellence to end-users across multiple channels. You will manage tickets, educate clients on platform usage, and coordinate with internal teams to resolve issues while maintaining standard response times.

Ideal candidates bring experience in a Technical Support role, familiarity with the property industry, and a proven track record of achieving KPIs.

Qualifications

• Experience in a Technical Support role.
• Knowledge/experience within the property industry.
• Experience achieving KPIs.
• Ability to learn new software applications.
• Experience working in a team environment.

Responsibilities

• Deliver service excellence and support to end-users via multiple channels.
• Effectively manage tickets to ensure optimal client outcomes.
• Keep client wait times to defined standards.
• Demonstrate product knowledge to educate clients on platform use.
• Reallocate tickets and liaise with internal departments (CSM, Finance, Training, Implementations & Sales).
• Maintain up-to-date ticket information within our CRM.
• Deliver technical information to non-technical audiences (internal and external).

Skills

Technical Support

Property industry knowledge

KPIs

Learn new software

Team environment

Job description

Start your proptech career journey with us today!

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 Reapit PM 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

Ability to learn new software applications

Experience in a Technical Support role

Experience working in a team environment

Knowledge/experience within the property industry

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

We operate a Flexible Working Policy and we would like for you to work from our Brisbane office, 2 days a week.

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.”