Service Desk Agent
Bilingual technical support role in the insurance industry. Provide exceptional client assistance, troubleshoot technology issues, and maintain service excellence. Flexible 24/7 schedule with hybrid work—Montreal on-site twice weekly during daytime, remote overnight shifts.
What is in it for you:
• Hourly salary of $18.
• Indeterminate contract.
• Full-Time, 40 hours per week.
• 24/7 operational environment.
• Flexibility required to work varying shifts, including mornings and overnights.
• First three months will involve rotating schedules to provide coverage for vacation absences.
• On-site presence required on Tuesdays and Wednesdays during daytime hours.
• Overnight shifts are performed remotely.
Responsibilities:
• Deliver first-level support through phone, email, chat, and self-service tools.
• Follow established processes and propose improvements when appropriate.
• Open, classify, and close incident and request tickets accurately.
• Troubleshoot hardware, software, network, and mobile device issues.
• Perform basic account administration in Active Directory.
• Monitor all support channels, ensuring proper prioritization and SLA adherence.
• Escalate incidents to appropriate resolver groups and track progress.
• Maintain up-to-date knowledge base content and follow all security policies.
• Provide status updates to customers and act as an escalation point as needed.
• Participate in major incident and knowledge management processes.
What you will need to succeed:
• High school diploma or equivalent.
• Technical certifications or post-secondary technical training are an asset.
• Previous experience in a service desk, technical support, or customer service environment preferred.
• Proficiency in Microsoft Office applications.
• Familiarity with troubleshooting network connectivity and mobile devices.
• Experience with Active Directory account administration is an asset.
• Strong problem-solving and multitasking abilities.
• Strong customer service orientation and ability to build relationships.
• Flexibility to work rotating shifts, including overnights.
• Ability to work independently and as part of a team.
• Bilingual in English and French to support clients in both languages.
• Excellent verbal and written communication skills.
Why Recruit Action?
Recruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.
FJT240425
