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