Software Service Support Administrator, PEXA

• Applicants applying for this role must have a desire to be continually learning, be self-motivated, prepared to be busy and comfortable working under pressure
• Previous experience in a customer focused ‘Service Support’ environment
• 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

Desirable

• 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 start by using specifically designed training materials to learn and understand the PEXA Platform which is used daily by our customers
• This is the subject of most enquiries you will be dealing with
• You will also need to learn how to use our Service Platform (Salesforce), which is used to manage customer enquiries and incidents
• This will be the primary platform you work on daily
• Once competent on the above, you will further expand your capabilities and knowledge to complete 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 being 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’
• Service Support
• 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
• Manage all escalated enquiries to ensure they are answered within Service Level Agreements (SLAs)
• Educate customers on using our digital ‘Self-Service’ support functionality
• Analse queries received to identify continuous improvement enhancements, ideas and volume metrics
• Our Lender and Law firm customers are known internally as ‘Subscribers’:
• Manage the Onboarding of new subscribers, adhering to the defined procedures
• Manage and maintain subscriber records, from amendments to confirming regulatory obligations
• Subscriber ‘Users’ are the people who are employed by the subscriber, they are the actual Users of the PEXA Platform:
• 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
• 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