Technical Support Agent

Dominion Lending Centres; Port Coquitlam; On-site; CAD 40,000 - 60,000; Full time

Job summary

An established industry player is looking for a motivated Technical Support Specialist to join their dynamic team. This entry-level role is perfect for those starting their IT career, providing vital support to brokers and head office staff. You will troubleshoot software issues, maintain user guides, and ensure an outstanding customer experience. In this rapidly growing organization, your contributions will significantly impact daily operations. If you are passionate about technology and customer service, this is an excellent opportunity to grow your skills and make a difference.

Qualifications

• Knowledge of computer hardware/software and operating systems.
• Excellent problem-solving and communication skills.
• Customer-focused mindset with a commitment to support.

Responsibilities

• Provide technical support to brokers and head office staff.
• Troubleshoot software issues and maintain user guides.
• Process franchise and broker sign-ups and transfers.

Skills

Technical Support

Problem-Solving

Communication Skills

Customer Service

Windows OS

macOS

Networking Fundamentals

Microsoft Office Suite

Software Troubleshooting

Education

Relevant Certifications (A+, Network+, MCP)

Tools

Zendesk

CRM Systems

Job description

Volunteer Experience · Work Experience · Work & Career

• NOC Job Code/Title: 22221 - Technical Support Agent

Dominion Lending Centres is seeking a motivated and enthusiastic individual to join our team as a Technical Support Specialist. This entry-level position is perfect for someone who is just starting their IT career. The successful candidate will play a critical role in providing technical support and assistance to our network of brokers. This is an excellent opportunity to contribute to a rapidly growing organization in the mortgage industry and make a significant impact on our daily operations.

Responsibilities:

· Provide efficient and effective technical support to brokers and head office staff via various communication channels

· Track and monitor tickets related to broker support within Zendesk

· Troubleshoot and resolve software issues related to our proprietary systems and other IT infrastructure

· Develop and maintain user guides and knowledge base articles to assist users in self-troubleshooting common issues.

· Process franchise and broker Sign-ups, Attritions and Transfers

· Specialize in creating outstanding customer experience for our brokers

· Identify, analyze and document discrepancies and ensure that appropriate adjustments are made

· Work with development and infrastructure team to test new features before launch

Qualifications:

– Knowledge of computer hardware/software, operating systems (Windows and macOS), and networking fundamentals.

– Familiarity with software troubleshooting, including web-based applications, CRM systems etc

– Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

– Experience with iOS / Android email setup and management.

– Excellent problem-solving skills with a logical and analytical approach.

– Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users effectively.

– Customer-focused mindset with a commitment to providing excellent support and service.

– Ability to work independently and collaboratively within a team.

– Relevant certifications (e.g., A+, Network+, Microsoft Certified Professional) are a plus.

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