Bilingual IT Service Desk Specialist — 100% Remote

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.