Software Product Customer 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.

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.

We encourage you to hit your personal and professional learning and development goals with our tailored programs and tools.

We care about your holistic wellbeing

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…