About this role
Job Description
Bilingual IT Service Desk Specialist ? Remote
Join the insurance sector for our client and discover an opportunity where technology, customer service, and continuous learning come together. Be part of a collaborative environment that values clear communication, teamwork, and a positive client experience.
What is in it for you
? Hourly salary of $32-36, based on experience.
? 6-month contract.
? Full-time position: 37.50 hours per week.
? On-site events 2 to 3 times per year.
Responsibilities
? Answer calls from the advisor community.
? Listen carefully to understand technical issues.
? Ask clear questions to identify the appropriate solution.
? Use the Knowledgebase and previous experience to resolve client issues.
? Explain solutions clearly and simply.
? Search the Knowledgebase using keywords.
? Ask colleagues for assistance through online chats.
? Seek support from coaches and experienced teammates.
? Ensure clients understand the next steps when an issue cannot be resolved directly.
? Record clear notes after each call, including the solution or next steps.
? Help enhance the Knowledgebase by sharing acquired knowledge.
? Participate in structured training at the start of the assignment.
? Build confidence before handling calls independently.
? Continue learning new systems and solutions over time.
? Collaborate with the team to find solutions, share ideas, and learn from one another.
? Identify small, practical ways to make daily tasks easier for the team.
What you will need to succeed
Required qualifications
? High school education
? 1+ year of experience in a call centre and/or technical support environment.
? General IT knowledge and experience troubleshooting hardware and software.
? Computer hardware troubleshooting skills.
? Experience working with printers.
? Strong technical troubleshooting and problem-solving abilities.
? Customer problem-solving skills.
? Bilingual in French and English, both verbal and written, to provide daily support to clients in Québec and outside Québec.
Preferred qualifications
? CompTIA certification or similar technical background.
? Experience with ServiceNow or other ticketing systems.
? Familiarity with Active Directory.
? Strong general technical aptitude and troubleshooting depth.
Soft skills
? Excellent communication skills with a white-glove customer service mindset.
? Strong de-escalation skills and ability to remain calm under pressure.
? Proactive self-starter with a strong sense of initiative.
? Ability to learn quickly.
? Ability to work independently.
? Collaborative and service-oriented approach.
Why Recruit Action?
Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.
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