*Service Desk Agent

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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.

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.

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Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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Montreal, Quebec, Canada CA$70,000.00-CA$100,000.00 5 days ago

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