Software Product Support Administrator

Hi, we’re 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.   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.   We’re growing fast, that is where you come in. We believe our success in Australia is worth sharing and that our proven technology will advance how the UK buys and sells homes. Establishing ourselves within the UK in late 2020, we are committed to collaborating with lawyers, conveyancers, lenders, government and the property industry, to set the new standard for both remortgages and buying and selling property. Why become a PEXArian? Great question! Being a PEXArian is so much more than just a job. We’re a passionate, motivated and unashamedly enthusiastic bunch at PEXA – we love what we do and we’re proud to admit it! Creating brilliant experiences for our members and their clients wouldn’t be possible without ensuring we deliver an exceptional employee experience. Here’s a snapshot of what your life at PEXA could look like: Your growth: We encourage you to hit your personal and professional learning and development goals with our tailored programs and tools. Your wellness: We care about your holistic wellbeing Your work/life blend: We know that work is just one aspect of your life – we want to help you create your ideal work/life blend, rather than squeezing in life around work. As the face of PEXA to our customers (Lenders & Law Firms), you are cheerful, positive, proactive, flexible, take pride in managing all interactions and seeing queries through from start to finish, to delight and amaze our customer’s 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, these can come in via email, telephone or digital functions. You will develop exceptional customer relationships and demonstrate a PEXA Platform expertise they can trust.   It is critical to get responses ‘right first time’ and to support this, you need to be a key contributor to the continuous improvement of our processes and creation and maintenance of training and knowledge material, ensuring we are a team who is ‘better together’ to achieve our objective of ‘first-class service’.

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

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

Users

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

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

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

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

Experience of the mortgage process either with a Lender or Law Firm

Experience of using a service support system