Bilingual Service Agent
Bilingual Service Agent
Posted on :
10-04-2025
Employer Active
1 Vacancy
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Job Description
Bilingual Service Agent
This role is for our client in the transportation industry providing essential IT support for a major passenger rail service. As the single point of contact for all technologyrelated issues and requests the successful candidate will ensure a high level of customer satisfaction through exceptional service. The role involves troubleshooting account administration and system issue resolution. Flexibility is required as the agent must be available 24/7 and will also receive training for the surge desk.
What is in it for you:
Hourly salary of $18 to $19.
Indeterminate contract.
Fulltime position: 37.50 hours per week.
Hybrid role: 2 days onsite 3 days remote.
Regular schedule: Monday to Friday from 8:00 am to 5:00 pm.
Flexibility required: Must be available from Monday to Sunday available at all times based on operational needs 24/7.
Join a passionate and inclusive team of professionals.
Responsibilities:
Serve as the single point of contact for customers handling inbound requests via phone email or chat.
Provide firstlevel support troubleshooting and resolving or escalating technical issues as needed.
Document incidents and requests thoroughly in the ITMS tool with appropriate classification and closure codes.
Ensure adherence to service level agreements (SLAs) and quality standards.
Monitor multiple support channels and follow prioritization protocols.
Apply incident escalation procedures and maintain customer updates throughout the resolution process.
Maintain a high level of customer satisfaction through clear communication and timely resolution.
Collaborate with resolver groups for escalated issues and follow up on status updates.
Participate in knowledge base development and major incident management processes.
Understand and follow business continuity and security protocols.
What you will need to succeed:
High School Diploma or equivalent.
2 years of technical school or relevant certifications are a plus.
Previous experience in a Service Desk or Customer Service environment is an asset.
Experience with mobile device and network troubleshooting is preferred.
Familiarity with Active Directory and basic account administration.
Intermediate proficiency with Microsoft Office.
Bilingual fluency in English and French to support clients in both languages.
Excellent written and verbal communication skills.
Excellent customer service and problemresolution skills.
Ability to work independently and collaboratively in a team setting.
Flexible organized and able to multitask in a fastpaced environment.
Must be flexible to work various shifts including weekends and 24/7 availability.
Why Recruit Action
Recruit Action (agency permit: APprovides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.
# FJT090425
Employment Type
Full Time
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