Bilingual IT Service Desk Specialist — 100% Remote

Recrute Action

1d•Remote

About The Position

Recruit Action is recruiting a Bilingual IT Service Desk Specialist for a client in the insurance sector. This is a 100% remote, full-time, six-month contract position, with a schedule of 37.5 hours per week and an hourly salary of $32–$36 based on experience. The role supports the advisor community by addressing technical issues, explaining solutions, documenting calls, and helping improve the Knowledgebase. The assignment begins with structured training, and the successful candidate will build confidence before handling calls independently. On-site events take place two to three times per year.

Requirements

High school education.
At least one 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 verbally and in writing, to support clients in Québec and outside Québec.
Excellent communication skills and 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 and work independently.
Collaborative and service-oriented approach.

Nice To Haves

CompTIA certification or a similar technical background.
Experience with ServiceNow or other ticketing systems.
Familiarity with Active Directory.
Strong general technical aptitude and troubleshooting depth.

Responsibilities

Answer calls from the advisor community.
Listen carefully to understand technical issues and ask clear questions to identify appropriate solutions.
Use the Knowledgebase and prior experience to resolve client issues; search it using keywords.
Explain solutions clearly and simply.
Ask colleagues for assistance through online chats and seek support from coaches and experienced teammates.
Ensure clients understand next steps when an issue cannot be resolved directly.
Record clear notes after each call, including the solution or next steps.
Share acquired knowledge to help enhance the Knowledgebase.
Participate in structured training at the start of the assignment and 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 practical ways to make daily tasks easier for the team.