Specialist, Technical Support page is loadedSpecialist, Technical SupportApply locations Fortitude Valley, AdelaideTime type: Full timePosted on: Posted 2 Days AgoJob requisition id: REQ16910At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity, and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills, and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up, and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.Job Description:Who are we?Cotality is the leading provider of property data and analytics in Australia and New Zealand. We’re fiercely independent, and we’re considered the best in the business. Every day, our data scientists and researchers collect data from over 4.5 billion points across the Cotality universe. We then rinse and finesse this data to transform it into powerful property market insights that drive the best property decisions.Our purposeAt Cotality, we help people build better lives by providing rich property insights that inform the very best property decisions. We know that behind all the numbers, algorithms, and sophisticated data technology there are people, families, and communities. There are hopes, dreams, ambitions, journeys, expectations, fears, crossed fingers, and vulnerability. It’s those things that matter. And it’s those things that we want to connect with, enable and tackle.ValuesBe yourselfLift people upMake an impactClients firstInnovate AlwaysSet the paceWe’re an agile, empowered, and pragmatic workforce, driven to forge meaningful, mutually beneficial relationships with our diverse range of customers.Who are you?You are a highly skilled support professional with a passion for resolving complex technical issues and delivering exceptional customer experiences. With a deep understanding of the products you support, you excel in troubleshooting and problem-solving across multiple platforms. You take pride in improving operational efficiency through process automation and continuous collaboration with cross-functional teams. Your ability to communicate clearly with both technical and non-technical stakeholders ensures that all parties are well-informed and aligned throughout the resolution process.What is the role?The Technical Support role plays a crucial role in delivering advanced technical support across a diverse range of products, including RP Data, Property Guru, On The House, Rita, Plezzel, and various API services. You are responsible for resolving Tier 2 support tickets, identifying opportunities to improve workflows through automation, and collaborating with product teams to enhance operational efficiency. This role involves regular communication with product managers and frontline support, ensuring clear, actionable updates on support issues and outage incidents.What will you be doing?As Specialist, Technical Support, you will:Technical Support & ResolutionTicket Resolution: Manage and triage Tier 2 customer support tickets within 48 hours, providing high-quality service across multiple products.Complex Issue Resolution: Provide advanced troubleshooting for escalated technical issues and work with product management or engineering teams when necessary.Collaboration with Product Teams: Participate in prioritisation meetings with product managers to address and resolve in-flight issues efficiently.Automation & Process OptimisationEfficiency Improvements: Identify opportunities for automation and process optimisation to reduce ticket queues and improve response times.Process Review: Regularly assess troubleshooting processes and implement changes to streamline workflows and increase support effectiveness across the product suite.Product Improvements: Identify areas where the Product Suite could be improved to reduce support volume, as well as any internal tooling suggestions.Frontline Support CommunicationIncident Management: Communicate regularly with product managers and other internal stakeholders during triage and outage calls, assisting the Product Team to provide transparent updates and facilitating issue resolution.Stakeholder Collaboration: Act as a key point of contact between technical teams and internal stakeholders, ensuring both technical and non-technical stakeholders receive clear, actionable updates.Training & Continuous ImprovementTeam Training: Provide advanced training to support staff on customer service techniques and technical troubleshooting, tailored to specific product needs.Internal Support Articles: Assist the relevant team with keeping internal documentation up to date and offer suggestions on new articles that should be written.Productivity Tools: Work with the team to introduce tools that enhance productivity and speed up ticket resolution across all products.Are you the right fit?You need to have:Key Behaviours: Results-driven, team-oriented, and proactive in finding solutions and optimising processes.Customer Focus: A passion for customer care, able to deliver exceptional experiences while balancing operational efficiency.Communication Skills: Strong communicator capable of clearly conveying technical information to both technical and non-technical stakeholders.Problem-Solving: You are analytical, able to review processes and implement changes that drive efficiency and improve customer satisfaction.What credentials do you need?Experience: 1+ years in a support or technical role, ideally with exposure to handling escalated (Tier 2) support tickets.Technical Proficiency: Familiarity with API troubleshooting, databases like MongoDB, and support tools like Postman.Customer Service Expertise: Demonstrated experience in providing high-quality customer service across multiple platforms.What does success look like?Customer Satisfaction: Achieving consistent improvement in customer satisfaction scores following support interactions across all product lines.Efficiency: Reducing average ticket first response times and increasing first-contact resolution rates.Operational Excellence: Identifying and implementing process improvements to enhance operational efficiency and lower incident queues.Clear Communication: Providing transparent and consistent communication with stakeholders and product managers throughout the support process.Job Qualifications:Why join Cotality?Cotality is highly collaborative and yes fun! To support you at work, we offer some fantastic perks:Opportunity for flexible working conditions that works best for you and the business.Cotality has a culture of collaboration. We champion ownership, initiative, and leadership and provide the guide ropes to get you there.Free mindfulness tools, online health and nutrition courses.Complimentary access to Australia’s most comprehensive property research platforms including RP Data.Exclusive employee-only market updates and access to the industry’s best property experts.Two community and volunteer leave days each year to support meaningful causes and our charity partners.Modern offices in four convenient locations around Australia fitted with recreation rooms, chill-out zones, and sensational end-of-trip facilities.Monthly social get-togethers and a globally recognised rewards platform and points system.An inclusive and diverse working environment that celebrates cultural weeks and advocacy months.If this sounds like somewhere you want to work and you are seeking professional growth, don’t delay, apply today - we’re looking for you!Cotality's Diversity Commitment:Cotality is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences, and values. We offer an empowered work environment that encourages creativity, initiative, and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.Equal Opportunity Employer Statement:Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, record of offences, age, marital status, family status, or disability. Cotality maintains a Drug-Free Workplace.Please apply on our website for consideration.Privacy PolicyGlobal Applicant Privacy PolicyBy providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide.Connect with us on social media! Click on the quicklinks below to find out more about our company and associates.
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