About The Role As a Customer Support Specialist, you'll provide excellent first-line support via live chat, email, and phone. Aim to resolve inquiries on initial contact using your skills and positive attitude. Escalate unresolved issues to higher levels, keeping customers informed. Monitor escalated cases to ensure timely resolution per service agreements. Once solved, politely communicate the solution. Your friendly, concise approach ensures delightful customer experiences that build trust.

Key Accountabilities Inbound Customer Support • Provide excellent customer service by promptly responding to and managing all inbound support inquiries and incidents. Use your expertise to provide answers, solve complex problems, and coach customers through challenging situations from start to finish. Be a master of technology by utilizing all tools at your disposal like CRM, remote access, troubleshooting across devices, etc. • Collaborate with higher support levels and key business partners to efficiently resolve customer issues that cannot be handled independently. Proactively manage service levels, escalate priorities when needed, and keep customers informed throughout the resolution process. • Embody company values by taking pride in delivering amazing end-to-end customer experiences. Be a trainer, coach, troubleshooter and do whatever it takes to get the job done right while maintaining a high level of professionalism.

User Training • Provide on-the-spot training to inbound callers by walking through PEXA access, online guides/help, and sharing expert product knowledge, while ensuring training materials remain up-to-date.

Complaints/Disputes Handling • Follow & implement complaints/resolution handling procedures to achieve a first call resolution or escalate where necessary. Sometimes things may not go to plan and when they don’t, we need to be responsive, empathetic and solution focused. 

Collaboration with Key Business Partners • Build your network of contacts and maintain relationships with key internal business teams as well as integrated service partners to enhance the customer experience. These include financial institutions, land titles offices and state revenue offices around the country.

Skills and Experience • Previous experience in a customer focused environment;  • Experience within legal/conveyancing or technology industries is highly regarded; 

Key Attributes • Excellent Communication (written & verbal) and interpersonal skills;  • Strong initiative and drive;  • Strong problem solving & decision making;  • Exceptional attention to detail;  • Thrives under pressure;  • Strong time management and organizational skills;  • Networking & building relationships with key stakeholders/teams;  • Proactive and flexible;