Consultant

The Decision Lab; Montreal; Remote; CAD 44,000 - 50,000; Full time

Job summary

The Decision Lab is seeking a Bilingual IT Service Desk Specialist to work remotely, supporting the insurance sector. The role emphasizes clear communication, teamwork, and a positive client experience, with structured training at the start and ongoing learning of new systems.

You will handle calls, troubleshoot hardware and software, and use the knowledgebase to resolve issues while maintaining detailed notes and providing next-step guidance.

Qualifications

• 1+ year of experience in a call centre or technical support environment.
• General IT knowledge and experience troubleshooting hardware and software.
• Computer hardware troubleshooting skills.
• Experience working with printers.
• Strong technical troubleshooting and problem-solving abilities.
• Customer problem-solving skills.
• Bilingual in French and English, both verbal and written, to provide daily support to clients in Québec and outside Québec.

Responsibilities

• Answer calls from the advisor community.
• Listen carefully to understand technical issues.
• Ask clear questions to identify the appropriate solution.
• Use the Knowledgebase and previous experience to resolve client issues.
• Explain solutions clearly and simply.
• Search the Knowledgebase using keywords.
• Ask colleagues for assistance through online chats.
• Seek support from coaches and experienced teammates.
• Ensure clients understand the next steps when an issue cannot be resolved directly.
• Record clear notes after each call, including the solution or next steps.
• Help enhance the Knowledgebase by sharing acquired knowledge.
• Participate in structured training at the start of the assignment.
• Build confidence before handling calls independently.
• Continue learning new systems and solutions over time.
• Collaborate with the team to find solutions, share ideas, and learn from one another.
• Identify small, practical ways to make daily tasks easier for the team.

Skills

Customer support

Technical troubleshooting

Hardware troubleshooting

Printer support

Bilingual French-English

Education

CompTIA certification or similar

Tools

ServiceNow

Job description

Bilingual IT Service Desk Specialist — Remote

Join the insurance sector for our client and discover an opportunity where technology, customer service, and continuous learning come together. Be part of a collaborative environment that values clear communication, teamwork, and a positive client experience.

What is in it for you

• Hourly salary of $32-36, based on experience.
• On-site events 2 to 3 times per year.

Responsibilities

• Answer calls from the advisor community.
• Listen carefully to understand technical issues.
• Ask clear questions to identify the appropriate solution.
• Use the Knowledgebase and previous experience to resolve client issues.
• Explain solutions clearly and simply.
• Search the Knowledgebase using keywords.
• Ask colleagues for assistance through online chats.
• Seek support from coaches and experienced teammates.
• Ensure clients understand the next steps when an issue cannot be resolved directly.
• Record clear notes after each call, including the solution or next steps.
• Help enhance the Knowledgebase by sharing acquired knowledge.
• Participate in structured training at the start of the assignment.
• Build confidence before handling calls independently.
• Continue learning new systems and solutions over time.
• Collaborate with the team to find solutions, share ideas, and learn from one another.
• Identify small, practical ways to make daily tasks easier for the team.

What you will need to succeed

Required qualifications

• 1+ year of experience in a call centre and/or technical support environment.
• General IT knowledge and experience troubleshooting hardware and software.
• Computer hardware troubleshooting skills.
• Experience working with printers.
• Strong technical troubleshooting and problem-solving abilities.
• Customer problem-solving skills.
• Bilingual in French and English, both verbal and written, to provide daily support to clients in Québec and outside Québec.

Preferred qualifications

• CompTIA certification or similar technical background.
• Experience with ServiceNow or other ticketing systems.
• Familiarity with Active Directory.
• Strong general technical aptitude and troubleshooting depth.
• Excellent communication skills with a white-glove customer service mindset.
• Strong de-escalation skills and ability to remain calm under pressure.
• Proactive self-starter with a strong sense of initiative.
• Ability to learn quickly.
• Ability to work independently.
• Collaborative and service-oriented approach.

Why Recruit Action

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.