Join the insurance sector for our client and discover an opportunity where technology, customer service, and continuous learning come together. Be part of a team-oriented 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.
- Team-oriented 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.
📌 Bilingual IT Service Desk Specialist — 100% Remote (Montreal)
🏢 Recrute Action
📍 Montreal
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