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.

• 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.

• 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.