Software Product Support Administrator
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Job Summary
Hi were PEXA!
We know youll Google us before applying so lets 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 were helping 20000 families into their homes each week.
Were 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.
Were 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. Were a passionate motivated and unashamedly enthusiastic bunch at PEXA we love what we do and were proud to admit it! Creating brilliant experiences for our members and their clients wouldnt be possible without ensuring we deliver an exceptional employee experience.
Heres 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 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 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 PEXAs 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
Service Support
Customer Onboarding
Feedback & Complaints
Process Procedures Training & Knowledge
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
Essential
Desirable
30000 - 35000 a year
Sounds like you
We at PEXA are ready so if this role sounds like you apply today.
To be conducted as part of post offer employment checks:
The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud other unlawful or dishonest conduct malpractice and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas and your data protection rights can be found at Cifas.
GDPR Compliance
Digital Completion UK Limited (trading name PEXA) Optima Legal Services Limited (trading name Optima Legal) and Smoove Limited(a holding company which comprises of the following wholly owned trading Subsidiary companies: United Legal Services Limited United Home Services Limited Legal-Eye Limited and Amity Law Limited) are all owned directly by DigCom UK Holdings Limited which is a wholly owned Subsidiary of PEXA Group Limited in Australia (ACN; ASX: PXA) (referred tocollectively asPEXA Group).
When we processyour applicant personal data for recruitment purposes we do so as a controller. If as part of the recruitment process we share your personal data with anothercompany within thePEXA Group that company may process your personal data as either an independent controller or in certain circumstances a joint controller. By applying for this role you consent to us processing your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 and further information can be found in our privacy notice Experience:
Unclear Seniority
Key Skills
- Document Controlling
- Cost Accounting
- Business Administration
- Database
- Art
About Company
PEXA offers secure online property settlement, digital solutions & actionable insights to unlock the life-changing potential in property.
