Reapit Technical Support Analyst

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 build relationships and grow their businesses for more than 25 years. Our technology empowers property professionals across Europe, the Middle East, Australia, and New Zealand to work with buyers, sellers, tenants, and landlords to deliver a dream home experience.

Worldwide, over 78,000 agents across more than 15,000 branches use Reapit to run their businesses, manage properties, collect rent, engage clients, and provide outstanding customer service every time.

What you’ll be doing

Reporting to the Reapit Technical Support Team Manager you’ll be involved in:

• Managing incoming incidents and requests in the Technical Support queue and personal queue in the support ticketing system, whilst adhering to expected case quality, high level of customer service, SLA’s KPI’s and management objectives.
• Ensuring work is managed in line with priorities, and customers are kept up to date with progress on tickets in line with our SLAs.
• Managing Incidents and Requests, ensuring a clear logical path to resolution.
• Applying expertise, product knowledge and effective problem- solving techniques throughout incident and request management processes.
• Providing technical support and expert advice and guidance on all products within the Reapit suite, whilst having a strong understanding of how the Reapit products fit in with the changing Estate Agency industry.
• Determining both bugs and changes appropriately and triaging correctly to the appropriate teams whilst applying and enforcing the Technical Support Policy.
• Proactively gaining product knowledge of products in the Reapit suite and industry best practise along with encouraging knowledge transfer throughout the business.
• Maintaining a positive attitude towards customers and colleagues.
• Performing other related duties as requested.
• Creation and maintenance of internal confluence articles.
• Proactively identify and highlight trends and issues, flagging them to the appropriate business function.
• Identifying continuous improvement opportunities to improve the customer experience and/or reduce cost to serve.
• Regular communication with escalation and development teams to deliver product solutions.

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.

Essential:

• Extensive knowledge of products in the Reapit suite including affiliate applications (e.g., AppImp, Feeds).
• Knowledge of the Estate/Agency/Lettings industry.
• Contact centre, service desk or application support experience.
• Excellent Incident Management skills.
• Ability to investigate, apply a methodical approach to identify root causes of incidents or requests and suggest or apply solutions.
• Excellent verbal and written communication skills.
• Passionate about delivering an excellent customer experience.
• Problem solving skills and logical thinking.
• Ability to monitor and manage queues in line with SLAs.
• A self-starter who can work on own initiative.
• Ability to work well both as part of a team and autonomously.
• Willingness and aptitude to be flexible – with a passion for developing and maintaining their awareness of new technologies.

Preferred:

• Good knowledge of SQL, MySQL, HTML, C# and XML.

What your impact and success looks like

As a Principal Associate, Technical Support Analyst we expect your success and impact in the early stages of your career with us to look something like this:

Within 1 month:

- Understanding the roles and responsibilities of a Technical Analyst.

- Effective point of escalation for the service delivery teams.

Within 3 months:

- Ability to identify root cause and apply solutions to resolve.

- Problem management skills

Within 6 months:

- Representing Service Delivery on Bug and Problem management calls.

- Contributing towards service improvement.

What’s in it for you?

We operate a Flexible Working Policy, and we would like for you to work from our Solihull office, 3 days a week.

We’re offering the chance to really make a difference here at Reapit and the opportunity for personal growth is very real. You’ll feel part of a special team. You can expect a highly competitive salary and some 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 give you time back to your friends and family
• Formal and in-house training for your L&D plus access to Go1 – the worlds largest online learning library
• Health benefits including Gym Flex, annual flu vaccinations and many others
• Season ticket loan
• Regular local and companywide social events including Tucker Thursday - mouth-watering cuisine delivered straight to the office doors once a month!
• Opportunity to participate in retail benefits and savings via our Benefits partner, Zest!

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 all our employees.