Bilingual IT Service Desk Specialist

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.