Bilingual IT Service Desk Specialist — 100% Remote

Job Description

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.