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Technical Help Analyst

2 weeks ago

North York, Canada Royal LePage Real Estate Services Ltd. Full time

Position: Technical Help Analyst
Department: Customer Care
Reporting to: Manager, Operations

**Value & Overview of the Role**

**Accountabilities**
- Provide Tier 1 support for various Royal LePage systems used by the Network.
- All customer interactions must meet the high qualitative and quantitative standards of Royal LePage without exception.
- Liaise with IT, Operations, Finance and Vendors to escalate and resolved issues if necessary.
- Provide expert and creative solutions to customer problems to ensure on-going satisfaction and productivity.
- Acquire and maintain knowledge of product offerings and support policies in order to provide accurate solutions to customers.
- Collect relevant feedback regarding both intranet and internet systems to be passed on for consideration in future releases.
- Pro-actively identify system issues and provide/assist in finding solutions.

2) Project and Operational support (20%)
- Assist in user acceptance (UA) testing of new systems as required.
- Assist with ad hoc duties, translation reviews/requests, reports, etc. upon request.
- Assist with Project support upon request.

**Skills**
- Must be fluent in Quebec French and English, both oral and written.
- Must be able to build effective relationships with all people; agents, brokers,
- customers, departmental staff, and vendors.
- Able to successfully function during times of uncertainty and expanding portfolio.
- Demonstrated ability to solve problems creatively.
- Excellent customer service orientation with positive attitude
- Must demonstrate strong telephone presence
- Must demonstrate ability to listen carefully and patiently to user queries
- Must demonstrate the ability to communicate effectively, both orally and in writing
- Must demonstrate the ability to diffuse and calm down irate customers, when applicable
- Ability to work collaboratively as well as independently with limited supervision.
- High level of energy, enthusiasm and commitment

**Knowledge**
- Understanding of the real estate industry and internet/intranet technologies as well as CRM will be an asset.

**Education / Work Experience**
- Minimum of a post-secondary education with 2-3 years of related work experience.

**Other Information**
- Full time, 35-hour work week (Hybrid model: 2 days in the office, 3 days remote)
- Ability to work 8 hour shifts between 9am-6pm, Monday-Friday
- Location: 39 Wynford Drive, Toronto, ON
- Salary commensurate with experience
- Three (3) weeks’ vacation
- RRSP matching after 1 year

**Job Types**: Full-time, Permanent

**Salary**: From $50,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- North York, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Technical support: 2 years (preferred)

**Language**:

- French (required)

Work Location: Hybrid remote in North York, ON