Technical Help Analyst – Customer Support
Position: Technical Help Analyst
Department: Customer Support
Reporting to: Manager, Operations
Location: Toronto, ON
We are committed to fostering a diverse and inclusive workplace, promoting equality of opportunity, and valuing skills and abilities above all else. Our dedication to creating an inclusive environment extends to hiring, promotion, and employee support. We encourage applications from all qualified individuals, including those with disabilities, and provide accommodations during the recruitment process.
As a Technical Help Analyst in our Customer Support department, you will play a crucial role in delivering bilingual (Quebec French and English) telephone and email support to our network, including agents, brokers, office administrators, and the public. Reporting directly to the Manager of Operations, you will leverage your strong technical skills, problem-solving abilities, and excellent communication to provide both reactive and proactive technical support. Your expertise will empower customers to maximize the benefits of our intranet and internet systems while ensuring their satisfaction and success through user training and consultation services.
1) Telephone and Email Support (80%):
- Provide Tier 1 technical support for various systems used by the Network.
- Respond to, research, and resolve inquiries via email and telephone in a timely manner.
- Maintain high qualitative and quantitative service standards in all customer interactions.
- Collaborate with IT, Operations, Finance, and Vendors to escalate and resolve issues when needed.
- Offer expert solutions to customer problems to ensure ongoing satisfaction and productivity.
- Develop and maintain knowledge of product offerings and support policies for accurate solutions.
- Gather feedback on intranet and internet systems for consideration in future releases.
- Proactively identify system issues and contribute to finding solutions.
2) Project and Operational Support (20%):
- Assist in user acceptance (UA) testing of new systems as required.
- Support ad hoc duties, translation reviews/requests, reports, etc., upon request.
- Contribute to Project support when needed.
- Fluent in Quebec French and English, both spoken and written.
- Build effective relationships with agents, brokers, customers, departmental staff, and vendors.
- Thrive in times of uncertainty and adapt to an expanding portfolio.
- Demonstrate creative problem-solving abilities.
- Possess a positive attitude and excellent customer service orientation.
- Strong telephone presence and active listening skills.
- Effective oral and written communication skills.
- Ability to handle and calm irate customers, when applicable.
- Collaborative and independent work style with limited supervision.
- High energy, enthusiasm, and commitment.
- Exceptional customer service skills coupled with strong technical PC and troubleshooting skills, including familiarity with internet-based applications.
- Understanding of the real estate industry, internet/intranet technologies, and CRM will be advantageous.
Education and Work Experience:
Minimum of post-secondary education with 2-3 years of related work experience.
- Full-time, 35-hour workweek (1 day a week in the office required).
- Flexible 8-hour shifts between 9 am and 6 pm, Monday to Friday.
- Location: Toronto, ON.
- Salary commensurate with experience.
- Three (3) weeks' vacation.
- RRSP matching after 1 year.
*Join our team and be part of a dynamic environment that values diversity, innovation, and collaboration. Make a meaningful impact by helping our customers navigate technical challenges and optimize their experience with our systems.*