Bilingual Technical Support

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

Job summary

An innovative company is seeking a Bilingual Help Desk Analyst to join their dynamic remote support team. This role offers the opportunity to provide essential front-line support for a leading Canadian bank, requiring strong communication skills and the ability to troubleshoot technical issues efficiently. With a focus on customer service and professionalism, you will work in a high-volume environment, handling multiple applications and ensuring a seamless experience for users. If you're passionate about technology and customer support, this is the perfect opportunity to grow your career in a supportive and collaborative setting.

Qualifications

• Experience in a high-volume call center environment.
• Ability to troubleshoot basic technical issues.

Responsibilities

• Provide front-line support to internal users via phone and ticketing system.
• Accurately document issues and create support tickets.

Skills

Fluency in French

Fluency in English

Communication Skills

Troubleshooting

Customer Service

Tools

Ticketing Systems

Multiple Monitors

Job description

This range is provided by Swoon. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$22.00/hr - CA$24.00/hr

Direct message the job poster from Swoon

Senior Recruiter @ Swoon helping organizations grow one talent at a time. | Empathy-Driven

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

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service and Information Technology

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