Reapit – Who are we? Reapit is the original, end-to-end business technology provider for estate agencies of all sizes. We've been helping sales and lettings agents to build relationships and grow their businesses for more than 25 years. Our technology connects property professionals in Europe, the Middle East, Australia, and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.
In the United Kingdom and Ireland, Reapit's market-leading technology product suite provides estate and lettings agents with powerful tools covering sales, lettings, property management, block management, client accounts and analytics, underpinned by a robust, security infrastructure.
What you'll be doing Reporting to the Customer Support Manager you'll be involved in:
• Managing inbound and outbound contact from the Customervia our support channels and in accordance with ServiceLevels
• Management of team and personal queues of open tickets
• Logging of Incidents / Requests in the support ticketingsystem
• Triaging of Incidents with respect to their severity andurgency
• First Contact Fix of Incidents
• Completing change requests within service levels
• Providing a world class service to our customers, ensuringthat every contact with Reapit is a positive experience
Who we're looking for At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don't worry if you don't meet all of them, we'd still like to hear from you.
• Customer Service experience - 1 year or more
• Strong communication skills - written and verbal
• Experience of working to Service Levels - both within a teamand personal KPI's
• Problem solving
• Decision making
• Critical thinking
• Ability to work independently and contribute as part of ateam
• ITIL Foundation V4 (desirable)
• Knowledge of the Estate Agency/Lettings business (desirable)
What your impact and success looks like As a Software Support Analyst we expect your success and impact inthe early stages of your career with us to look something like this:
Within 1 month:
- Competent in using the ticketing portal (Jira)
- Understanding the industry and our client-base
- Engaging in training programme
Within 3 months:
- Competent phone handling
- Accurate triaging of incidents and requests
- Competent in using the ticketing portal (Jira)
Within 6 months:
- Meeting individual KPIs consistently
- Competently managing own workload
What's in it for you? We operate a Flexible Working Policy and we would like for you towork from our Solihull office, 3 days a week.We're offering the chance to really make a difference here at Reapitand the opportunity for personal growth is very real. You'll feel partof a special team. You can expect a highly competitive salary andsome great benefits, including:
- 5.5% employer pension contribution
- 20 days annual leave (plus a day for your birthday)
increasing by a day for every year worked (capped at 24
days)
- Business permitting, we're closed over Christmas, to giveyou time back to your friends and family
- Formal and in-house training for your L&D plus access toGo1 – the world's largest online learning library
- Health benefits including Gym Flex, annual flu vaccinationsand many others
- Season ticket loan
- Regular local and companywide social events includingTucker Thursday - mouth-watering cuisine delivered straightto the office doors once a month!
- Opportunity to participate in retail benefits and savings via
our Benefits partner, Benni!
Don't tick all the boxes? Neither do we We care about our industry and want it to become a more inclusive and diverse place to work. So, we're driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to allour employees.
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