Technical Support Agent
Start Date: May 12th, 2025
We are looking to fill multiple positions in support of a major government initiative. These roles are ideal for individuals who bring strong problem-solving skills, thrive in dynamic environments, and take pride in delivering outstanding service. You will contribute to the smooth operation of technical support functions, working in a hybrid setting that values teamwork, accountability, and a proactive approach.
What is in it for you:
• Hourly salary of $18.
• Indeterminate contract.
• Part-Time, 40 hours per week.
• Monday to Friday, 10:00 AM to 6:00 PM.
• Training Schedule: Full-time (10:00 AM to 6:00 PM) for 2--3 weeks.
• Post-training, start/end time may shift by up to 30 minutes depending on operational needs.
• Hybrid role with required on-site presence on Tuesdays and Wednesdays at the Montreal office (Bd. Crémazie Ouest, QC H2P 1B9).
• Opportunity to work in a dynamic environment.
• Join a passionate and inclusive team of professionals.
Responsibilities:
• Provide a single point of contact for all incoming customer issues and service requests.
• Troubleshoot and resolve basic technical issues via phone, chat, or email.
• Accurately document incidents, requests, and actions taken using internal ticketing systems.
• Escalate unresolved issues while keeping customers informed throughout the process.
• Ensure adherence to service desk processes and client-specific procedures.
• Maintain a high level of customer satisfaction through effective communication and follow-up.
• Monitor support channels and prioritize incoming requests according to urgency and impact.
• Contribute to the knowledge base by identifying recurring issues and solutions.
• Participate in service continuity and escalation protocols as needed.
• Collaborate with team members to ensure consistent and efficient service delivery.
What you will need to succeed:
• High School Diploma or equivalent.
• Previous experience in a Service Desk or customer service environment is an asset.
• Technical training, two years of technical school, or relevant certifications are considered a plus.
• Intermediate proficiency with Microsoft Office applications.
• Experience with Active Directory and account administration support is preferred.
• Familiarity with mobile device and network connectivity troubleshooting is beneficial.
• Excellent communication skills in English and French to support clients in both languages.
• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to multitask and resolve issues independently.
• Comfortable working in a fast-paced, hybrid environment.
• Readiness to follow established processes and adapt to evolving client needs.
• Strong attention to detail and organizational skills.
Why Recruit Action?
Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.
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