Bilingual Help Desk Support

Nexus Systems Group Inc.; Toronto; Hybrid; CAD 45,000 - 55,000; Full time

Job summary

A technology support firm is seeking a Technical Support Help Desk Specialist in Toronto. The role requires bilingual proficiency in English and French, at least 2 years of customer service experience, and strong troubleshooting skills. Responsibilities include providing technical assistance and resolving issues for clients via phone or in-person. Flexible work hours and a hybrid model are offered after an initial on-site training period.

Qualifications

• Strong bilingual proficiency in English and French is mandatory.
• 2+ years of customer service experience is required.
• 1-3 years of browser troubleshooting practices is necessary.

Responsibilities

• Provide technical assistance to clients via phone or in-person.
• Answer inquiries regarding software or hardware operation.
• Troubleshoot customer concerns over inbound phone calls.

Skills

Fluent English/French

Customer Service Experience

Browser Troubleshooting Practices

Knowledge of Configuration Management Software

Education

College/University degree preferred

Job description

Location Address: Scarborough - 2 weeks training onsite and then Hybrid work model (4 days onsite per month)

Contract Duration: 1 year

Possibility of extension: Yes

Conversion to FTE: Based on performance + vacancy

Number of Positions: 1

Schedule Hours: Monday Friday – Either 9:30 am 5:30 pm, 10:30-6:30 pm or 11 am - 7 pm. Late shift rotation (12 pm - 8 pm) every 6 weeks or so.

Reason: Vacancies/short staffed

Typical Day in Role:

• Inbound Technical Support Help Desk
• Entry level position, which serves as a prerequisite for other roles within the Bank.
• The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.
• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower - high complexity level
• Troubleshooting customer concerns over inbound phone calls
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Candidate Requirements/Must Have Skills:

1. Fluent English/French- Mandatory (no exceptions, bilingual and fluency in both required)
2. 2+ Years Customer Service Experience
3. 1-3 years of browser troubleshooting practices
4. Demonstrated knowledge of computer software, such as configuration management software, desktop communications software, operating system software.

Nice to Have

1. Previous Help Desk or Contact Center experience
2. Technical Help Desk Experience

Soft Skills Required:

• Strong verbal and written communication skills.
• Quick learner, reliable and punctual
• Ability to work well under pressure
• Result and customer focus.
• Driven with a high-performance mindset.
• Empathetic and professional

Education:

College/University degree preferred

Best VS. Average Candidate:

Strong technical helpdesk experience with strong language proficiency.

Candidate Review & Selection

1. 1 round of interview over video conference – 30 minutes
2. Manager will send an assessment test to be completed within 24 hours after receiving once interview is completed provided the candidate has potential (assessment is a scenario question and MC technical test, will also include a French language testing component)

Hiring Manager’s availability to interview: ASAP