First Line Support Agent

Reapit; United Kingdom; Remote; GBP 24,000 - 34,000; Full time

Benefits offered by this job

5.5% employer pension contribution

20 days annual leave + birthday day

Christmas closure

In-house training & Go1 access

Health benefits (Gym Flex, flu shots)

Season ticket loan

Tucker Thursday events

Benefits via Benni

Job summary

Reapit is seeking a Senior Customer Support Associate to join our UK-based team. You will handle customer inquiries, log tickets, prioritise issues by severity, and work toward timely, first-contact resolutions across our property technology platform.

Key responsibilities include maintaining SLAs, updating customers, and engaging with cross-functional teams. Ideal candidates bring at least 1 year of customer-facing experience, strong communication, and a proactive problem-solving mindset.

Qualifications

• Customer service experience in a support role.
• Strong written and verbal communication skills.
• Experience working to SLAs and KPIs.
• Proactive problem solving and issue identification.
• Collaborative team player in a fast-paced environment.
• Ability to work independently and manage workload.
• Confidence in decision-making in customer support settings.

Responsibilities

• Handle incoming customer contacts through support channels and meet SLA standards.
• Log incidents and service requests accurately in the ticketing system.
• Assess severity and urgency to prioritise resolutions.
• Manage your queue and 1st line tickets with timely updates.
• Deliver first-contact resolutions to minimise downtime.

Skills

Customer Service

Communication

SLAs

Problem-Solving

Teamwork

Independent Working

Decision-Making

Education

ITIL Foundation V4 certification

Job description

Could you be our next First Line Support Agent?

Reapit is the original end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents build relationships and grow their businesses for more than 25 years. Our technology empowers property professionals across Europe, the Middle East, Australia, and New Zealand to work with buyers, sellers, tenants, and landlords to deliver a dream home experience.

Worldwide, over 78,000 agents across more than 15,000 branches use Reapit to run their businesses, manage properties, collect rent, engage clients, and provide outstanding customer service every time.

What you’ll be doing

Reporting to the Customer Support Manager, you will:

Handle incoming customer contact through our support channels, ensuring all interactions meet agreed Service Level standards.

Accurately log incidents and service requests in the support ticketing system.

Assess and categorise tickets based on their severity and urgency to prioritise resolution effectively.

Manage your own queue and 1st Line support tickets, ensuring timely updates and progress tracking.

Deliver first-contact resolutions whenever possible to minimise customer downtime.

Provide exceptional, customer-focused support that ensures every interaction with Reapit is a positive experience.

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.

Customer Service Experience – at least 1 year in a customer-facing or support role.

Strong Communication Skills – confident and clear in both written and verbal interactions.

Service Level Awareness – experience working to SLAs and achieving personal or team KPIs.

Problem-Solving Ability – proactive in identifying issues and finding effective solutions.

Team Player Mindset – supportive, collaborative, and adaptable to a fast-paced environment.

Independent Working Skills – able to take initiative and manage your own workload.

Decision-Making Confidence – capable of making sound judgments in a customer support setting.

Desirable (but not essential):

ITIL Foundation V4 certification.

Knowledge or experience within the Estate Agency or Lettings industry.

What your impact and success looks like

As a Senior Customer Support Associate, we expect your success and impact in the early stages of your career with us to look something like this:

Within 1 month:

Gain a solid understanding of the role, responsibilities, and key processes of a Senior Customer Support Associate.

Build familiarity with our systems, tools, and customer support workflows.

Within 3 months:

Apply your growing knowledge to triage tickets, identify root causes, and deliver effective solutions with guidance from your teammates.

Consistently resolve ~10 tickets per day, maintaining quality and customer satisfaction.

Within 6 months:

Successfully achieve the required pass mark in the role competency assessment.

Confidently work independently to resolve ~25 tickets per day.

Make meaningful contributions to the success of your team and the wider department.

What’s in it for you?

We operate a Flexible Working Policy. We’re offering the chance to really make a difference here at Reapit and the opportunity for personal growth is very real. You’ll feel part of a special team. You can expect a highly competitive salary and some great benefits, including:

• - 5.5% employer pension contribution
• - 20 days annual leave (plus a day for your birthday) increasing by a day for every year worked (capped at 24 days)
• - Business permitting, we’re closed over Christmas, to give you time back to your friends and family
• - Formal and in-house training for your L&D plus access to Go1 – the world’s largest online learning library
• - Health benefits including Gym Flex, annual flu vaccinations and many others
• - Season ticket loan
• - Regular local and companywide social events including Tucker Thursday - mouth-watering cuisine delivered straight to the office doors once a month!
• - Opportunity to participate in retail benefits and savings via our Benefits partner, Benni!

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.