Support Consultant

Make an impact solving problems in a collaborative, supportive team! Enjoy varied and interesting work in a hybrid environment!Permanent full time role based in Sydney We're REA With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home. Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women. Where the team fits in The Financial Services’ departments’ purpose is to offer home finance and other financial services to those using realestate.com.au for their property search. Given the opportunity of the size of that audience, the FS vision is to integrate a consumer’s property search with finance though a world class digital seamless process. This will be achieved by building innovative consumer search and property finance application experiences that integrate the mortgage distribution channels of digital, phone and face to face. The financial services team is accountable for strategy development and execution, working with our banking and mortgage broker partners to build our capability and product offerings, leading sales management and engaging across the other lines of business in REA. The Broker Servicing Team supports our mortgage brokers and customers to create positive property and finance experiences. Reporting to the Team Leader, the Support Consultant will provide first level support for resolution of user calls and tickets within the Mortgage Choice business. You will use your strong technical skills, and excellent customer service attitude to provide quality support to all users while maintaining integrity and confidentiality. What The Role Is All About Provide excellent proactive first level IT customer service to franchisees (our clients) via tickets, phone and remote log-ins, in a timely manner to service issues and requestsAdherence to SLAs and prioritisation of ticketsEnsure that incident tracking tickets are kept updated with status eventsAccurately escalate when appropriate to ensure problems or requests are communicated effectively and receive proper attentionMaintain accuracy when completing data collection, lead allocation and system updatingInstall, configure, and upgrade client hardware and software according to Mortgage Choice standardsProvide database support, including resolution of remote connectivity and replication issuesAnalyse and troubleshoot specific hardware and software issuesProvide user orientation and trainingIdentify training opportunities for internal customers and report to Service Delivery LeadActively interact with HelpCentre platform and update existing articles or create new articlesProtect Mortgage Choice’s information assets from loss or damageAttend regular departmental, team and project meetingsOnboarding/offboarding of usersAny other tasks as directed by management Who We’re Looking For Experience in a similar fast paced and ever changing call centre or customer support service role (both inbound and outbound calls) - IT experience is highly desirableExperience of any ticketing system, Google Suite as well as other standard software offeringsSomeone with bright energy who brings a warm and positive phone manner with customersBasic IT security knowledge is beneficialA high level of problem resolution skills to resolve customer enquiries in a timely manner through strong analysis and decision makingSomeone who is tech savvy, loves to work in a digital environment and is keen to learn new thingsA team player: the ability to support others while having a bit of fun!Exceptional communication skills that can be tailored to a wide range of different stakeholder needs with demonstrated ability to deliver a service that promotes customer loyalty and advocacyExperience in a similar lending environment is highly beneficial The REA Experience The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. Some Of Our Perks & Benefits Include A hybrid and flexible approach to workingFlexible leave options including, birthday leave and purchase additional leaveFlexible parental leave offering for primary and secondary carersOur Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charityHackdays so you can bring your big ideas to life Our commitment to Diversity, Equity, and Inclusion We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch. Join our Talent Neighbourhood Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood!

Location: Sydney, New South Wales, AU

Posted Date: 11/16/2025