Rex Software

Customer Support

• Respond to customer queries via phone, email, and chat with clarity, professionalism, and empathy
• Investigate and resolve technical issues by replicating client scenarios and identifying root causes
• Log, manage, and monitor support tickets through to resolution
• Escalate complex issues to internal teams when needed
• Contribute to internal knowledge sharing and improve help guides and self-service resources
• Capture user feedback and insights to help improve the product

Real Estate Software Support Specialist

Operations

• Oversee the workload coordination frameworks , ensuring client portfolios and service activities are distributed effectively across the contracting workforce.
• Partner with Account Managers to align client assignments with capability, capacity, and service requirements.
• Monitor resourcing patterns and adjust operational plans in response to onboarding, client churn, peak cycles, or changes in service needs.
• Identify utilisation risks or capacity bottlenecks and recommend operational adjustments to maintain service continuity.
• Ensure consistency by maintaining standardised processes, SLAs, and service delivery frameworks across contractor-supported functions.
• Maintain and report on service indicators such as SLA adherence, reconciliation timeliness, QA outcomes, issue resolution trends, and period-end performance.
• Lead structured operational review sessions with Team Leads to assess progress, identify risks, and support corrective action planning.
• Ensure quality assurance frameworks are applied consistently and use trend analysis to inform process refinement or capability uplift.
• Coordinate service-related data insights to support operational leaders in managing output, improvement actions, and service continuity.
• Support Team Leads with operational guidance, service expectations, and coordination of capability resources.
• Promote a positive, resilient, and connected working environment aligned to RealTrust’s values and service culture.
• Monitor indications of contractor engagement, workload stress, or service-impacting concerns, and surface these to the appropriate leaders or COR partner as required.
• Oversee the coordination of training and enablement activities that support contractors in delivering high-quality trust accounting and property management services.
• Work with Team Leads and the trainer to identify capability gaps based on QA trends, client feedback, escalation themes, and operational insights.
• Partner with Account Managers, Team Leads, and training stakeholders to evaluate the effectiveness of enablement activities and recommend improvements or additional capability initiatives.
• Act as a key partner to the onshore Operations Manager in implementing operational strategies, process improvements, and workflow updates.
• Provide data-driven insights from offshore operations to inform forecasting, resourcing decisions, and service design enhancements.
• Lead operational change initiatives related to SOP refinement, system adoption (e.g., Asana, Freshdesk, Cirrus8), and process optimisation.
• Identify, pilot, and scale efficiency improvements, including automation opportunities, workflow standardisation, and knowledge management enhancements.
• Serve as a primary coordination point between offshore contracting functions and onshore Account Managers.
• Participate in regular syncs with Account Managers to review service needs, workload alignment, and emerging risks.
• Facilitate the structured handover of service insights, client themes, and capability requirements to relevant stakeholders (Account Management, Finance, Training, People & Culture).
• Collaborate with cross-functional partners on operational reporting, continuous improvement initiatives, and enablement programmes.
• Ensure offshore operational processes align with relevant regulatory requirements, including Australian trust accounting standards, property management compliance obligations, and internal audit expectations.
• Monitor and report on operational risks such as capacity constraints, SLA variances, data or system vulnerabilities, and process gaps.
• Collaborate with cross-functional stakeholders to implement remediation plans or process adjustments that support compliant and consistent service delivery.

Real Estate Software Support Specialist

Operations Lead