Service Desk Agent (Part-time)
Start date : September 23, 2024
Our client, a leading provider of technology services, is seeking a Service Desk Agent for a part-time role in Montréal. You’ll be the primary contact for customers needing technical assistance, responsible for diagnosing and resolving issues while ensuring compliance with client standards.
The Service Desk Agent is responsible for assisting customers by handling all technology-related queries and issues. This role involves escalating unresolved issues to the next level, managing data entry tasks, and maintaining strict adherence to our client's service and quality standards.
What is in it for you :
- Hourly salary of $17.22.
- Long-term contract
- Part-time position : 20 hours per week
- Training period : First 4 weeks on-site, Monday to Friday, 10 am. to 2 pm.
- Hybrid work : After training, 3 days in-office at Crémazie, with flexibility to choose 2 days to work from home.
Responsibilities :
- Act as the single point of contact for all customer technology issues and requests, ensuring a "One Stop Shop" environment.
- Provide superior quality commitments and timely, informed service to broker partners.
- Manage and execute data entry for new business, maintain trackers, and process necessary reports.
- Complete risk follow-ups with broker partners, maintaining compliance with established systems and frameworks.
- Collaborate closely with leadership on work distribution, triage, and service level agreement data builds.
- Handle various customer contacts through phone, chat, email, and self-service within agreed SLA / XLA.
- Participate in knowledge management and major incident management processes as required.
What you will need to succeed :
- High School Diploma or equivalent required.
- Two Years Technical School or relevant Technical Certifications are a plus.
- Bachelor’s degree preferred.
- Previous experience in a Service Desk or Customer Service environment preferred.
- Experience in troubleshooting mobile devices and network connectivity.
- Knowledge of Active Directory and basic account administration processes.
- Familiarity with AML compliance and FINTRAC reporting is beneficial.
- Proficiency in Microsoft Office applications, especially Excel and Word.
- Strong attention to detail, problem-solving skills, and the ability to multitask.
- Excellent verbal and written communication skills.
- Ability to work independently with minimal supervision and as part of a team.
- Strong leadership capabilities and the ability to make strategic decisions.
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.
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