Software Product Customer Support Administrator

PEXA Group; Leeds; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading digital property firm based in the United Kingdom is looking for a Customer Support Representative to assist lenders and law firms with their queries related to the PEXA Platform. The successful candidate will manage customer interactions, facilitate user onboarding, and ensure queries are resolved within service level agreements. Ideal applicants should have customer support experience, strong communication skills, and the ability to work autonomously in a fast-paced environment. This full-time role offers a competitive salary ranging from £30,000 to £35,000.

Qualifications

• Experience in a customer-focused support environment.
• Polite and cheerful communication skills.
• Ability to manage time effectively.

Responsibilities

• Manage customer queries and resolve issues within SLAs.
• Educate customers on the PEXA Platform.
• Support subscriber onboarding processes.

Skills

Customer support experience

Organizational skills

Strong communication skills

Ability to self-motivate

Articulate telephone manner

Job description

Hi were PEXA!

We know you’ll Google us before applying so let’s keep this brief. PEXA revolutionised the way that property is settled in Australia turning a paper‑based process into a digital one. Our solution is a world‑first with over 500 people across Australia and an expanding international team we’re helping 20,000 families into their homes each week.

Overview

We’re passionate about solving problems for our customers, always striving to set the standard for how property is bought and sold. Being awarded as one of the best places to work in Australia is a recognition of our culture and commitment to innovation, customers, and our community.

Responsibilities

As the face of PEXA to our customers (Lenders & Law Firms) you are cheerful, positive, proactive, flexible and take pride in managing all interactions and seeing queries through from start to finish to delight and amaze our customers’ experience. You will carry out a diverse range of tasks from setting up a new customer onto the PEXA Platform to assisting with daily administration tasks or managing User access queries. Answering enquiries or issues within our SLAs is vital; you will develop exceptional customer relationships and demonstrate a PEXA Platform expertise they can trust.

Service Support

• Manage customer queries, issues and interactions through to resolution within SLAs
• Act as PEXA’s Level 1 incident management function
• Log all contacts in our Service Platform (Salesforce)
• Escalate any enquiry that cannot be immediately resolved
• Monitor all escalated enquiries to ensure they are answered within Service Level Agreements (SLAs)
• Educate customers on using our digital Self‑Service support functionality
• Analyse queries received to identify continuous improvement enhancements, ideas and volume metrics

Customer Onboarding

• Our Lender and Law firm customers are known internally as Subscribers
• Carry out processing and due diligence adhering to the defined Subscriber Onboarding process & procedures
• Manage and maintain subscriber records from amendments to confirming regulatory obligations
• Subscriber Users are the people who are employed by the subscriber they are the actual Users of the PEXA Platform
• Obtain the required data to set the initial Users up on the platform Adhere to the defined User Onboarding process & procedure
• Manage and educate on any User enquiry

Feedback & Complaints

• Deal with any feedback / issue / complaints with a resolution first approach being empathetic and solution focused
• Adhere to complaints / resolution handling policy process and procedures
• Complete and close the loop on cause and resolution to the customer
• Carry out root cause analysis and ensure the rectification / changes are made to avoid repetition

Process Procedures Training & Knowledge

• Work with the relevant managers to assist in creating or continually improving our process and procedures training material and knowledge content
• Support creation and review of content and delivery to align with our PEXA Platform release deadlines
• Actively engage in collaboration and innovation to embed the PEXA values and purpose into the team culture

Skills & Experience

Essential

• Previous experience in a customer focused support environment of a tech product
• Polite, cheerful and articulate telephone manner
• Strong time management and organisational skills
• Strong communication skills written, verbal and visual
• Ability to self‑motivate and work autonomously in a fast‑paced environment

Desirable

• Experience of the mortgage process either with a Lender or Law Firm
• Experience of using a service support system

30,000 - 35,000 a year

Employment Type

Full‑Time

Experience

Unclear Seniority