Helpdesk Specialist

Fraser Valley Real Estate Board • Surrey, BC

3d • CA$60,000 - CA$65,000 • Onsite

About The Position

The Fraser Valley Real Estate Board (FVREB) is seeking an experienced Helpdesk Specialist to join their Technology team. This role serves as a key first point of contact for troubleshooting issues, resolving requests, and escalating as necessary to ensure smooth day-to-day operations for both internal staff and external members. The Helpdesk Specialist will provide support via phone, email, remote access, and in-person for a variety of applications, including those specific to the real estate industry. The ideal candidate is service-oriented, professional, dependable, and possesses strong communication and troubleshooting skills.

Requirements

• Post-secondary education in computer science, computer engineering, or a related field; equivalent relevant work experience may be considered in lieu of formal education
• Several years of experience in a help desk, service desk, or technical support role
• Experience using a ticketing system
• Strong telephone, email, and customer service skills
• Solid troubleshooting skills and the ability to support a range of applications, products, and services
• A professional, service-oriented approach and the ability to communicate clearly with a variety of users
• Willingness and ability to learn new systems, including applications specific to the real estate industry

Nice To Haves

• Experience supporting business applications or member-facing systems is an asset
• Familiarity with ITIL or other structured service delivery practices is an asset
• Relevant certifications are an asset

Responsibilities

• Serve as the first point of contact for our growing membership and provide telephone, email, and remote technical support for a growing suite of real estate specific member applications.
• Escalate and engage vendor support where necessary.
• Maintain excellent understanding of relevant business processes and rules.
• Maintain a high level of proficiency for all supported applications, products, and services.
• Test new releases of supported applications, produce and/or update relevant documentation, and help draft user communication where appropriate.
• Evangelize and educate on industry best practices as they apply to supported applications.
• Properly document all interactions in the organization’s ticketing system.
• Strive to meet and maintain a level of performance consistent with team SLAs and SLOs.

Benefits

• A competitive Total Rewards package that includes employer-paid “top tier” group health benefits and generous retirement savings.
• A 35-hour workweek in support of work life flexibility.
• Exceptional paid time off that includes 3 weeks vacation to start, 13 stats & holiday observances, plus various personal leaves to help you manage all that life throws at you.
• FREE on-site parking, close to shopping and green space.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree