*Technical Support Representative
*Technical Support Representative
Posted on :
04-07-2025
Employer Active
1 Vacancy
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Job Description
Technical Support Representative
Provide bilingual IT support in the transportation industry from a Montr al office. Full-time role with a unique rotating schedule (weekdays and weekends). Great opportunity to apply your troubleshooting and customer service skills in a fast-paced client-facing environment.
What is in it for you:
Hourly salary of $18.
Indeterminate contract.
Full-time position: 37.50 hours per week.
Hybrid role: 2 days on-site 3 days remote.
Training program: 2 weeks.
Work schedule:
Monday to Wednesday: 8:30 am 5:00 pm.
Saturday & Sunday: 6:30 am 3:00 pm.
Thursday & Friday: Off.
Responsibilities:
Serve as the single point of contact for customers handling inbound requests via phone email or chat.
Provide first-level 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.
Experience in a service desk or customer service role preferred.
Familiarity with Active Directory and basic account administration a plus.
Proficiency with Microsoft Office and general IT systems.
Strong verbal and written communication skills.
Excellent multitasking and problem-solving abilities.
Strong customer service orientation.
Ability to work independently and collaboratively.
Interpersonal strengths: flexibility teamwork optimism and professionalism.
Bilingual fluency in English and French (spoken and written) to support clients in both languages.
Why Recruit Action
Recruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.
# FJT020725
Employment Type
Full Time
Key Skills
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