Duration: Until 12 Feb (possibility of extension) Location: Markham - Hybrid Schedule: Starting shift needs to be flexible.

Business hours are Monday – Friday 8am – 6pm.

Start times can be anywhere from 8am-10am.

Current state agents are in office twice a week, dedicated days are Tuesday and Wednesday unless required for other days but the expectation is that agents are to report % into the office.

Join a customer support team focused on assisting brokerages, LIAs, and internal stakeholders with system access, troubleshooting, and support requests.

This role supports technical issue resolution, ticket management, and broker communication within an insurance environment.

The position offers exposure to broker operations, underwriting principles, and cross-functional collaboration with business development teams.

Must Haves Bilingual French and English communication skills 1-2 years in a customer contact center using call center systems and relevant computer applications Proficiency in relevant computer applications and call center systems.

Good typing skills at a medium to quick rate with accuracy.

Strong customer service orientation.

Excellent written and verbal communication skills.

Outstanding problem-solving skills.

Strong interpersonal and organizational skills.

Self-directed and adaptable.

Basic understanding of broker operating environments and insurance principles.

Basic knowledge of Underwriting principles.





Ability to effectively handle all Broker & customer requests from start to finish.

Ability to keep abreast of all Broker communication and changes in guidelines and technology.

Capability to act as an SME (Subject Matter Expert) to represent the team on initiatives.

Ability to troubleshoot and identify the root cause of technical issues.

Efficiently prioritize complex issues for further investigation.

College or University Degree, preferably in Business Management or a related field Responsibilities Respond to all phone calls and emails from brokerages, LIAs, and internal collaborators regarding system access, support requests, and mentorship inquiries.

Deliver a high standard of customer service characterized by clear communication, integrity, timeliness, and accuracy of technical information.

Ensure that ticket lifecycles do not exceed defined standards.

Log requests, follow up on outstanding items, and communicate instructions and status updates to users in a clear, professional manner.

Build, modify, and remove system access as requested, closely adhering to defined standards.

Provide support on systems when called upon by peers, particularly junior members.

Maintain up-to-date knowledge of supporting systems and provide cross-training as needed.

Prioritize and manage multiple requests based on the urgency and impact of each request.

Identify trends with brokers and take the lead to work with the BD team on training initiatives.

📌 Bilingual Customer Analyst to provide technical support and system access assistance within broker and underwriting environments - 2918 (Toronto)
🏢 S.i. Systems
📍 Toronto