Technical Support Agent

Job Description

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.