Bilingual Service Agent

Recrute Action; Laval; Hybrid; CAD 30,000 - 60,000; Full time

Job summary

A recruitment agency is looking for a Bilingual Service Agent to provide IT support for a major passenger rail service. The role involves troubleshooting, account administration, and ensuring customer satisfaction. Ideal candidates will be bilingual in English and French with previous service desk experience. This is a full-time hybrid position with a flexible schedule requiring 24/7 availability.

Qualifications

• High School Diploma or equivalent required.
• Bilingual fluency in English and French is a must.
• Experience in Service Desk or Customer Service environments is preferred.

Responsibilities

• Serve as the single point of contact for customers.
• Provide first-level technical support and troubleshooting.
• Document incidents and requests in the ITMS tool.

Skills

Bilingual fluency in English and French

Excellent written and verbal communication skills

Customer service skills

Problem-resolution skills

Ability to work independently

Ability to multitask

Education

High School Diploma or equivalent

2+ years of technical school or relevant certifications

Tools

Microsoft Office

Active Directory

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 technology-related 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.
• Full-time position : 37.50 hours per week.
• Hybrid role : 2 days on-site, 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 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.

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 problem-resolution skills.

Ability to work independently and collaboratively in a team setting.

Flexible, organized, and able to multitask in a fast-paced environment.

Must be flexible to work various shifts, including weekends and 24 / 7 availability.

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.

FJT090425