Customer Support Specialist

Do you want to work for one of BC’s Top Employers for 2025 and join an innovative, technology-driven and growth-focused organization?
LandSure Systems Ltd. (LandSure) is looking to hire a Customer Support Specialist to join our Operations division
**Who we are**:
LandSure is a subsidiary of the Land Title and Survey Authority of BC (LTSA), a publicly accountable, statutory corporation that manages BC's land title and survey systems. Our team of nearly 100 employees supports the LTSA through information system consulting services, project management, customer support, and communications.
We offer meaningful work in the public interest. In support of the Province’s 30-point housing plan, LandSure has helped the LTSA build and launch the Condo and Strata Assignment Integrity Register as well as the Land Owner Transparency Registry, a first-of-its-kind registry.
We offer an innovative, performance-driven culture. We have helped the LTSA become a leader in automated property registration and through technology, we are reducing turnaround time for customers and improving the consistency, accuracy and efficiency of the LTSA’s services. We also build and manage innovative products such as ParcelMap BC and AUTOPROP, which support access to information for the land and real estate sectors.
We offer balance. LandSure provides employees with the ability to work for a stable, independent, values-driven technology company. The environment is entrepreneurial, innovative, and fast-paced yet supportive. Our culture is of mutual respect, constantly improving our professional and personal skills, and celebrating our accomplishments.
We believe in a hybrid of remote and in-office work and know you'll love our downtown Vancouver office as much as we do Our employees can work either entirely in the office, or a hybrid of both remote and in-office. Therefore, applicants must currently live in British Columbia or have plans to relocate to British Columbia.
Visit landsure.ca/careers to learn more about why it's great to work at LandSure, including 3 weeks vacation to start, a generous bonus program, and a $650 health spending account.
**What you'll do**:
Reporting to the Manager, Customer Support and working closely with the LTSA Customer Service Centre, the Customer Support Specialist will deliver technical support, customer training, and handle general inquiries regarding Electronic Search and Filing Services. As part of a multi-level support organization, the Customer Support Specialist will escalate and participate in the resolution of support issues with other teams and support LTSA software testing.
Key Responsibilities
Customer Relations
- Interface in a B2B environment with customers such as lawyers, notaries, agents, realtors and surveyors
- Deliver the highest level of technical customer support through identifying problems, troubleshooting, researching answers, and guiding customers through corrective steps in accordance with established policies, procedures, guidelines, and internal processes
- Demonstrate a strong customer focus and advocate for customer needs
- Prioritize and execute tasks in an energetic, fast-paced environment
- Proactively assist customers in account set-up and configuration of deposit accounts
- Participate in development of client training programs by identifying learning issues and recommending instructional language
- Improve customer portal performance by identifying problems, recommending changes and submitting content for knowledge base and FAQ’s
- Update job knowledge by participating in educational opportunities and networking
- Accurately record and flag recurring customer issues for resolution

Team Development
- Work positively and constructively with others to create a supportive team environment
- Hold self and others fully accountable
- Participate in ongoing training and recommend training needs to the Manager, Customer Support
- Build and maintain positive relationships with other teams within the broader organization

Operations
- Collaborate with peers on technology challenges, project implementation and innovation
- Ensure work is prioritized to meet service levels and varying levels of call volumes
- Recommend changes to existing policies, procedures and processes in the spirit of continuous improvement
- Raise risks, make adjustments, and put forward recommendations
- Enter and track service cases in a CRM system
- Test fixes and enhancements to myLTSA
- Participate in and oversee assigned operational tasks

Education and Experience
- Minimum of 2 years work experience in professional technical or customer support environment
- Post-secondary degree or diploma in technology or related business discipline would be an asset
- Experience in hosting a Webinar is preferred.

Knowledge, Skills and Abilities
- Professional can-do attitude with demonstrated commitment to a great customer experience
- Strong interpersonal and communication skills
- Ability to work effectively in a fa