Job Description

Customer Support Officer – Tech Career Pathway (Microsoft Cloud | Regulated Fintech)

North Sydney (Hybrid) | Full-time, Permanent

Mortgage House is hiring a customer support professional who is ready to move into technology the right way: through real operational exposure, structured learning, and disciplined delivery in a regulated financial services environment.

You’ll start in Customer Care (post-settlement servicing) and progress through a 12–18 month internal pathway into Junior QA or Junior Software Development. This role suits someone who enjoys customers, enjoys systems, and wants to build a credible technology career.

What you’ll do (Phase 1: Customer Support)

• Provide high-quality post-settlement support via phone, email and digital servicing channels

• Handle requests including repayment changes, discharges, hardship assistance and direct debit setup

• Log, triage and resolve requests within SLA using Jira Service Management and our core platforms

• Work closely with Settlements, Credit, Legal and Collections to coordinate outcomes

• Maintain accurate records across servicing and knowledge systems with strong attention to detail

What you’ll grow into (Phase 2: Technology Pathway)

• Shadow internal developers and QA to learn how software is built, tested and released

• Assist with testing, structured documentation, incident reporting and feedback loops

• Build practical capability across .NET, REST APIs, SQL, HTML, Git, Azure and Microsoft 365

• Participate in milestone reviews with clear expectations, progression tracking and mentorship

What we’re looking for

Essential

• University qualification in IT / Computer Science / Software Engineering (or closely related)

• Minimum 1 year experience in customer service / call centre / support

• Strong written and verbal communication (clear, calm, accurate)

• Genuine commitment to building a long-term technology career

• Confidence learning enterprise systems and working to process, SLAs and audit trails

Desirable

• Exposure to Jira / Confluence, Git, Postman, or basic SQL/HTML/C#

• Familiarity with loan servicing or origination environments (helpful, not required)

• Understanding of software lifecycle basics (testing, releases, defects, change control)

Why Mortgage House

• Structured internal career pathway into QA or development (12–18 months)

• Mentorship from experienced technology leaders and real project exposure

• Modern Microsoft-aligned environment (Microsoft 365, cloud-native tooling, enterprise workflows)

• Work in a business where quality, integrity, and customer outcomes are taken seriously

• Clear promotion opportunities based on demonstrated capability and contribution

To apply: Include a short cover note describing (1) your customer support experience, and (2) one technical project or learning effort you’ve completed (study project is fine—clarity matters more than scale).