Bilingual; French/English) Help Desk Analyst to resolve IT support issues using troubleshooting and customer support
Location:
Montreal
- Primarily Remote
- There are no specific on-site days, requirement is to go in for events which could be 2/3 times a year.
The main job is to help Advisors, their Assistants and Multi-Advisor Corporations with their everyday IT problems, ranging from simple to complex, mainly over the phone. Incumbent will support them by helping them get their issues resolved efficiently and calmly.
Incumbent do not need to know everything on day one. There will be training and support provided as you learn more about the job.
General Knowledge of IT and experience working with troubleshooting hardware and software is expected.
Must Haves
- Minimum 2+ year experience in a call centre and/or technical support environment
- Strong de-escalation skills and ability to remain calm under pressure
- Excellent communication skills with a white-glove customer service mindset
- Technically inclined with strong troubleshooting and problem-solving abilities.
- Fully Bilingual in French and English (verbal and write)
- High school required.
Nice to Have
- Experience with Service Now or other ticketing systems
- Familiarity with Active Directory
- Strong general technical aptitude and troubleshooting depth
1. Helping people with IT issues
- Answer calls from the Advisor community
- Listen carefully to understand the problem
- Ask clear questions to find the right solution
- Use our Knowledgebase and your experience to help fix our clients issues
- Explain things in a clear, simple way
A successful candidate's main role is to make sure the client knows what will happen next if the issue is something incumbent can't fix.
2. Using support and tools- Search the Knowledgebase using keywords
- Ask colleagues for help through online chats
- Get support from coaches and experienced teammates
- Record clear notes after each call, detailing the solution or next steps
- Help enhance our Knowledgebase by sharing what you learn
- Take part in structured training in the start
- Build confidence before handling calls independently
- Continue learning new systems and solutions over time
- Work together with the team to find solutions, sharing ideas and learning from each other
- Look for small practical ways to make daily tasks easier for your team
- We do not expect incumbent to know everything. Learning is part of the job.
Duration: 6 months to start
Disclaimer:
AI may be used in evaluating candidates.
This posting is for an existing vacancy.
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