Mar 10, 2023

Help Desk Support Officer

  • REA Group
  • Richmond, Melbourne VIC
Full time Customer Service Finance Real Estate

Job Description

  • Support our Franchisees and customers to create positive property and finance experiences

  • Flexible working environment with 2 days in office

  • Permanent role based in Melbourne or Sydney

We're REA

REA Group  is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.
With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Role and team

It’s an exciting time to be part of Financial Services. You will be part of a team working together to solve unique challenges, like how to better connect Australian property seekers with finance and mortgage advice.

Financial Services sits at the unique juncture of REA Group’s vast consumer audience on, the nationally recognised Mortgage Choice brand, and the unparalleled property data and insights offered by PropTrack.

Our Mortgage Choice Brokers work with customers to make the home loan process easier.

“What does a mortgage broker do?” Put simply, a mortgage broker can take the time and hassle out of shopping around for the right home loan and guide customers through the home buying process with expert advice.

Day to day of the job

The Help Center team supports our mortgage brokers and customers to create positive property and finance experiences. As the Support Officer, you’ll provide first level support for resolution of customer and broker tickets within the Mortgage Choice business. You will exhibit proficient technical skills, and excellent customer service focus in all daily responsibilities for the provision of quality support to all users while maintaining integrity and confidentiality.

Day to day responsibilities, but not limited to:

  • Provide excellent proactive first level IT customer service to franchisees (our clients) via tickets, phone and remote log-ins, in a timely manner to service issues and requests 

  • Escalate when appropriate to ensure problems or requests are resolved effectively

  • Adherence to service level agreements and prioritisation of tickets

  • Ensure that incident tracking tickets are kept updated with status events

  • Maintain accuracy when completing data collection, lead allocation and system updating

  • Provide database support, including resolution of remote connectivity and replication issues

  • Provide user orientation and training (what is the scope of this?)

  • Identify training opportunities for internal customers and report to Help Centre Manager

  • Actively interact with Help Centre platform and create/update existing articles

  • Attend regular departmental, team and project meetings

  • Onboarding/offboarding of users

Who we’re looking for

An exceptional communicator who has worked in a similar service environment. You are highly organised, punctual and have excellent written and oral communication. You’ll be part of a team but be able to work autonomously, engaging with all levels of the business.

  • Experience in a Customer Support Service role handing level 1 enquires; bonus points if you have experience using HubSpot or Zendesk

  • Demonstrated ability to provide technical support and advice to end users

  • A concise communicator who is confident working with detailed processes

  • A technical mindset

  • Sound knowledge of Zendesk, Zoom, Windows 10, Office365, Google Workspace as well as other standard software offerings

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.

We offer: 

  • A hybrid and flexible approach to working -  

  • Flexible parental leave offering for primary and secondary carers 

  • Programs to support mental, emotional, financial and physical health & wellbeing

  • Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.

  • Hack Days so you can bring your big ideas to life  

  • Performance recognition programs because hard work should never go unnoticed

Our commitment to Diversity, Equity, and Inclusion  

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. It takes all kinds of people to help us think differently, drive innovation, and meet the diverse needs of our customers and consumers. We believe diverse teams are the best teams and we encourage a workplace where everyone can be themselves. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?