We are seeking an experienced Ticket & Email Support Agent to join our growing remote operations team supporting the Australian property compliance industry.
The ideal candidate must have previous experience or strong knowledge of Australian electrical, gas, and/or plumbing guidelines, compliance processes, or maintenance coordination.
About the Role
You will be responsible for handling customer support tickets, emails, escalations, and coordination between tenants, property managers, and tradespeople.
This is a fast-paced role requiring strong communication skills, attention to detail, and the ability to manage multiple priorities efficiently.
Responsibilities
Respond to support tickets and customer emails professionally
Coordinate with property managers, tenants, and trades
Review compliance reports and defect notes
Escalate technical issues when required
Follow internal SOPs and service standards
Update systems accurately and maintain ticket notes
Assist with scheduling, quotes, repairs, and follow-ups
Ensure timely resolution of customer concerns
Requirements
Previous experience in customer support, email support, or ticket handling
Strong understanding of Australian electrical, gas, or plumbing guidelines/compliance
Excellent written English communication skills
Strong attention to detail and organisational skills
Ability to work independently in a remote setup
Comfortable working in high-volume ticket environments
Highly Preferred
Experience in Australian property management or compliance industries
Experience working with trades or maintenance companies
Familiarity with:
Freshdesk
Slack
Xero
CRMs or scheduling systems
Work Setup Requirements
Reliable high-speed internet
Quiet work-from-home environment
Backup power/internet preferred
Dual monitors highly advantageous
To Apply
Please send:
A summary of your relevant experience
Your experience with Australian trades/compliance
Systems you have previously used
Your expected hourly rate
Your availability
A short voice recording introducing yourself (preferred)
We are looking for someone reliable, proactive, and customer-focused who is looking for a long-term opportunity with a supportive team.