About the Role:

As the Agent Support Team Leader, you’re both a hands-on problem solver and a supportive leader for our agent support team. Your job is to lead by example—working directly with your team to deliver top-notch technical support to system users while guiding and mentoring team members to boost their skills and efficiency. You’ll troubleshoot issues, keep an eye on team performance, and act as a key link between the support team, IT department, and all internal departments to ensure technical challenges are sorted out smoothly. Your focus is on keeping service quality high, improving workflows, and making sure user satisfaction is front and centre.

You’ll also be responsible for keeping agent support resources up to date as new CRM features roll out and as inbound issues or requests come up. This includes creating self-help materials for agents and drafted responses for the support team to use, as well as regularly reviewing and updating existing resources.

This is a dynamic, lead-from-the-front role where you’ll juggle managing the team with jumping in to fix complex technical issues alongside them.

Key Responsibilities:

Here’s what you’ll be doing in your role.

Team Leadership and Support

• Lead, mentor, and support the agent support team to deliver consistent, high-quality service to users.
• Train and coach team members to build their technical skills and problem-solving abilities.
• Create a positive, collaborative team vibe that encourages growth and efficiency.
  

Hands-On Technical Support

• Work alongside your team to tackle escalated support requests and troubleshoot tricky technical issues.
• Use your know-how to fix problems with web-based applications, ensuring a smooth user experience.
  

Process Improvement

• Develop, tweak, and document support workflows and best practices to make the team more efficient.
• Spot recurring issues and team up with IT and development to find long-term fixes.
• Update agent support resources as new CRM features are added and based on inbound issues/requests, ensuring materials support agent self-help and include drafted responses for the support team to send easily.
• Regularly review and refresh existing support materials to keep them accurate and useful.
  

Collaboration and Escalation

• Be the go-to person between the support team, IT department, and all internal departments (e.g., Marketing, Settlements, Property Management, etc.).
• Make sure technical issues are escalated properly, tracked, and sorted out quickly and effectively.
• Work with development teams to tackle system bugs or improvements based on user feedback and departmental needs.

Quality Assurance

• Carry out software testing and quality assurance (QA) to keep systems reliable and running smoothly.
• Ensure all issues are dealt with promptly, keeping user satisfaction as the top priority.

What You Bring to the Role

To smash it as our Agent Support Team Leader, you’ll need these skills and experience:

Essential Skills

1. Leadership Experience: You’ve led a team in a technical support, IT helpdesk, or customer support role and know how to inspire and guide people.
2. Technical Know-How: You’re good at troubleshooting technical issues, especially with web-based applications.
3. Mentoring Ability: You love helping others grow and have experience coaching teams to lift their game.
4. Communication: You can break down technical concepts into plain English and get along with both tech-savvy and non-technical folks.
5. Tool Familiarity: You’ve used helpdesk software, ticketing systems, or IT service management (ITSM) tools to manage support tasks.
6. Team Player: You’re happy collaborating with IT, development, and all internal departments to solve problems.
7. Problem Solving: You’re proactive about fixing issues and improving how things work.

Nice-to-Have Skills

1. Experience with software testing or quality assurance (QA).
2. Knowledge of network troubleshooting, browser issues, or cloud-based systems.
3. Familiarity with ITIL or similar support frameworks.
4. Exposure to SaaS applications or cloud environments.
5. Any relevant certifications (e.g., ITIL, CompTIA, etc.) are a bonus.

What We Offer:

• A workplace where your ideas matter, and teamwork’s the name of the game.
• Chances to grow your career and pick up new skills.
• Access to the latest tools and tech to make your job easier.
• Flexibility to keep a healthy balance between work and life.

About us

@realty is a leading real estate platform with a reputation for innovation and excellence, that allow real estate agents to operate their own business using our infrastructure. We service over 900 agents across Australia and New Zealand. We have built our proprietary CRM system that we continuously provide support for and serves as our point of difference in the market place.