Bilingual Technical Support

Swoon; Montreal; Remote; CAD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Bilingual Help Desk Analyst to join their dynamic remote support team. This role is perfect for individuals who thrive in fast-paced environments and possess strong communication skills in both French and English. You will be responsible for providing front-line support to internal users, troubleshooting basic technical issues, and maintaining high standards of customer service. If you are passionate about technology and enjoy helping others, this opportunity offers a chance to make a significant impact while working remotely.

Qualifications

• Bilingual in French and English, with strong communication skills.
• Experience in a high-volume support environment is essential.

Responsibilities

• Provide front-line support via phone and ticketing system.
• Troubleshoot common technical problems and escalate when necessary.

Skills

Fluency in French

Fluency in English

Communication Skills

Troubleshooting Skills

Multitasking

Tools

Ticketing Systems

Multiple Monitors

Job description

Job Title : Bilingual Help Desk Analyst (Remote)

Location : Remote (Canada-based)

Pay Rate : $22-24 / hour T4

Contract : 6-month contract to start

Schedule : Monday to Friday; 8 hours shift between 7 : 30 AM – 8 : 00 PM EST (Full availability required).

Since you'll be new to the team, you will start on a 12pm-8pm shift, with 2x15 minutes paid break & 1x30 minutes unpaid break.

Overview :

We are seeking a fully bilingual (French / English) Help Desk Analyst to join a dynamic remote support team for a leading Canadian bank. This role requires strong communication skills, attention to detail, and the ability to troubleshoot basic technical issues in a high-volume, call center-style environment.

Key Responsibilities :

• Provide front-line support to internal users via phone and ticketing system
• Accurately document issues and create support tickets while on calls
• Work with 10–12 different applications; multitask efficiently using multiple monitors and a laptop
• Troubleshoot and resolve common technical problems (e.g., password resets, connectivity issues)
• Escalate complex technical issues when necessary
• Maintain a high standard of professionalism and customer service

Requirements :

• Fluency in French and English (spoken and written) – candidates will be required to complete a bilingual writing assessment
• Experience with ticketing systems , multitasking in a high-volume environment, and using multiple screens
• Reliable high-speed internet and a quiet, private workspace
• Full-time availability between 7 : 30 AM – 8 : 00 PM EST, Monday to Friday – no schedule accommodations
• No planned vacation during the 6-month contract period

Nice to Have :

• Previous experience in a Help Desk or call center environment
• Exposure to banking systems or financial services