Helpdesk / Technical Support - 2

LanceSoft; Toronto; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A leading technical support firm in Canada is looking for a bilingual technical support representative to assist Small Business/Commercial/Private Banking clients. This entry-level position involves providing excellent customer care and technical support, focusing on resolving issues on the first call. The successful candidate will work hybrid after training, with opportunities for career growth and development.

Benefits

Career growth and development opportunities

Hybrid work model

Qualifications

• Fluent in English and French – Mandatory.
• Minimum of 2 years customer service experience.
• 1-3 years of experience in browser troubleshooting.

Responsibilities

• Provide technical support assistance to clients.
• Focus on first call resolution and customer care excellence.

Skills

Fluent English

Fluent French

Customer service experience

Browser troubleshooting

Knowledge of computer software

Education

College/University degree

Job description

Location & Schedule

Location: Scarborough. Training onsite for 2 weeks and then hybrid work model (3 days onsite per week).

Schedule Hours: Monday to Friday – 9:30 am to 5:30 pm, 10:30 am to 6:30 pm, or 11:00 am to 7:00 pm. Late shift rotation (12:00 pm to 8:00 pm) approximately every 6 weeks.

Contract

Contract Duration: 1 year. Possibility of extension: Yes. Conversion to FTE: Based on performance and vacancy.

Story Behind the Need

Business group: CS&S Technical Support Help Desk – Main function is to provide technical support assistance to Small Business/Commercial/Private Banking clients with digital cash management services and online banking, with a focus on first call resolution and customer care excellence.

Candidate Value Proposition

The successful candidate will have the opportunity to work hybrid after the first two weeks, where they are only asked to come to the office 3x per week. Career growth and development opportunities are available. Entry level position, which serves as a prerequisite for other roles within the Bank.

Candidate Requirements / Must Have Skills

1. Fluent English and French – Mandatory (bilingual and fluency in both languages required). Please test language fluency prior to referring candidates.
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, operating system literacy.

Nice to Have

• Previous Help Desk or Contact Center experience
• 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 round of interview over video conference – 30 minutes. Manager will send an assessment test to be completed within 24 hours after the interview is completed, provided the candidate has potential. Assessment includes a scenario question, MC technical test, and a French language testing component.