Technical Support Specialist

3 weeks ago

Vancouver, Canada Real Estate Webmasters Full time

REW is looking for a Technical Support Specialist to join our high tech, high performing team. We are excited to welcome the next REW IT Specialist who will be responsible for supporting both internal and external technical inquiries, updates and escalations for our clients. Collaborating with our internal partners in a timely and accurate manner determines the course of client outcomes. When our clients succeed, we succeed
**What you bring**:
You are known for your customer service focus, high standards, and a collaborative mindset. You have a willingness to support your clients and the team when your extra efforts might be needed from time to time.
**What you will get in return**:
REW values excellence and recognizes achievements. Results are rewarded by competitive compensation, comprehensive benefits, and amazing opportunities/projects. We appreciate and give back for your extra efforts. As a hybrid workplace, we understand flexibility is important, and offer the opportunity to work remotely. You will work with an amazing team (REW team members are the BEST), who always strive to make a difference, and consistently live our core values: Always be Awesome, Customer Success, and Innovation.
**Key Responsibilities**:
The TSR will support the site integration and continue identifying areas of opportunities, efficiencies and troubleshooting support. The TSR is also responsible for maintaining the data integrity and continuing to build the client relationship.
- Providing support in emergency situations outside of business hours.
- Isolating, replicating, and reporting bugs and verifying bug fixes.
- Resolving issues with our core products which include both our server and client side solutions. Migrating and upgrading websites to different domains and/or servers.
- Evaluating and updating documentation for both internal and external tools and processes.
- In addition to the technical component of the role, we are looking for an individual who is driven to grow the team while growing themselves.
- Communicating on process efficiencies, system proficiencies and not shying away from taking on a challenge to learn something new, or implement something new.
- Having the ability to connect with clients in terms that resonate with their mindset and their needs to avoid any type of misunderstanding and communication.

**To be successful in this role you will have**:

- Diploma in Computer Science, or a combination of equivalent education and experience
- Experience with PHP, MYSQL, Javascript, HTML, CSS
- Experience with version control (Git) and command line
- Ability to effectively communicate technical updates and concerns at a client level
- Problem Solving mindset

**Preferred Experience**:

- Bachelor's Degree in Computer Science, or a combination of equivalent education and experience
- Experience with the ticketing system (Zendesk)
- Experience with JIRA, Zoom and Google Cloud
- Experience with VIM, Eclipse and other various text editors

**The competencies required for you to be successful in this role are**:
Adjusts thinking and behavior in order to adapt to changes in the job and work environment to demonstrate **Flexibility and Managing Uncertainty. **The Technical Support Specialist will be relied on to work effectively in an unstructured environment, while supporting and encouraging change and innovation.
Considers, prioritizes, and takes action on the needs of both internal and external customers to demonstrate* Customer Focus*. The Technical Support Specialist will be relied on to actively solicit internal/external customer feedback to improve business relationships, creating an environment where employees are empowered to put customers first.
Organization and execution to meet objectives on time, with high quality and process follow-through are expected to demonstrate the **Planning and Results Orientation** competency. The Technical Support Specialist will be relied on to take initiative and not be satisfied with the status quo, always focusing on the most positive outcomes possible.
**Real Estate Webmasters**:
Real Estate Webmasters knows what it takes to create a phenomenal online experience and achieve incredible results. With 16 years' experience working exclusively within the real estate sector, REW has partnered with top brands, elevating their digital presence and increasing their success.

Client products & services offered by Real Estate Webmasters include Websites, CRM, Databases, Apps, Property Listing Data Integration, Lead Generation, Search Engine Optimization, and Pay Per Click Advertising. REW's Clients include individual agents, brokers, teams, and enterprise brokerages; all of whom may choose to have Property Listings data displayed on their websites.
**Our Values**:
You care about delivering great service to your Clients whether they are internal or external. That's how you contribute to our **Customer Success** value.
You are open minded and are curious to learn. Doing things m

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