Support Consultant

Overview

First‑level IT support for Mortgage Choice franchisees, handling tickets, calls and hardware/software issues.

Key Responsibilities

• data collection
• database support
• troubleshooting
• hardware install
• ticket management
• knowledge base

Tasks

-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 -Analyse and troubleshoot specific hardware and software issues -Attend regular departmental, team and project meetings -Identify training opportunities for internal customers and report to Service Delivery Lead -Install, configure, and upgrade client hardware and software according to Mortgage Choice standards -Ensure that incident tracking tickets are kept updated with status events -Accurately escalate when appropriate to ensure problems or requests are communicated effectively and receive proper attention -Actively interact with HelpCentre platform and update existing articles or create new articles -Protect Mortgage Choice’s information assets from loss or damage -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 -Onboarding/offboarding of users

Requirements

• it security
• ticketing
• google suite
• problem resolution
• communication
• team player

What You Bring

-Basic IT security knowledge is beneficial -Exceptional communication skills that can be tailored to a wide range of different stakeholder needs with demonstrated ability to deliver a service that promotes customer loyalty and advocacy -Adherence to SLAs and prioritisation of tickets -A team player: the ability to support others while having a bit of fun! -A high level of problem resolution skills to resolve customer enquiries in a timely manner through strong analysis and decision making -Someone with bright energy who brings a warm and positive phone manner with customers -Someone who is tech savvy, loves to work in a digital environment and is keen to learn new things -Experience in a similar lending environment is highly beneficial -Experience of any ticketing system, Google Suite as well as other standard software offerings -Experience in a similar fast paced and ever changing call centre or customer support service role (both inbound and outbound calls) - IT experience is highly desirable

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Benefits

-Permanent full time role based in Sydney -Flexible leave options including, birthday leave and purchase additional leave -A hybrid and flexible approach to working -Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity -Flexible parental leave offering for primary and secondary carers -Hackdays so you can bring your big ideas to life

About Rea Group

-Flagship platforms like realestate.com.au and realcommercial.com.au attract millions of users monthly across Australia and beyond. -International expansion included acquisitions in Europe, Asia, and North America, spanning Italy, Luxembourg, India, and the US. -Its services span residential, commercial, and industrial property advertising, mortgage brokering, and property analytics. -Blended agile tech culture: cloud-native, multi-language engineering teams driving user-centric innovation. -Notable moves: controlling atHome in Europe, merging SEA assets with PropertyGuru, and eyeing stakes in the UK’s Rightmove.

Sector Specialisms