Bilingual IT Service Desk Specialist — Remote

• Industry Sales, Customer Service, and Contact Center
• Date Opened 10/29/2026
• Country Canada
• Job Opening
• Job Type Contract

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.
• 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.
• 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.

• 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.

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