Response Centre Specialist

London Drugs INTERNAL; London; Hybrid; CAD 80,000 - 100,000; Part time

Job summary

A leading retail chain is seeking a Bilingual Technical Support Representative for a part-time contract position. The role involves delivering high-impact IT support to users across Canada. Responsibilities include troubleshooting technical issues via various channels and communicating updates effectively. Qualifications include a high school diploma, proficiency in Microsoft Office, and bilingual skills in English and French. This flexible position offers a hybrid working schedule with weekend shifts and on-site training.

Benefits

Hourly salary of $18

Remote work on weekends

On-site training provided

Qualifications

• Must be bilingual in English and French to support a national user base.
• High school diploma or equivalent is required.
• Prior experience in a service desk or customer service role preferred.

Responsibilities

• Serve as single point of contact for technical support incidents.
• Troubleshoot and resolve issues via phone, chat, and email.
• Communicate effectively with resolver groups on ticket status.
• Identify recurring issues and contribute to the knowledge base.
• Ensure compliance with processes and participate in incident workflows.

Skills

Bilingual in English and French

Excellent interpersonal skills

Proficiency in Microsoft Office

Ability to multitask

Self-motivated

Education

High school diploma or equivalent

Completion of a two-year technical program

Job description

Bilingual Technical Support Representative (Part-time / Weekends)

Start date: December 15th, 2025

Bilingual Technical Support Representative (Part-time / Weekends)

Deliver high‑impact bilingual IT support in a part‑time contract position, where your problem‑solving skills make a real difference. Resolve technical issues via phone, chat, and email, support users across Canada, and gain hands‑on experience with tools like Active Directory—all within a flexible hybrid setup based in Montreal.

What is in it for you

• Hourly salary of $18
• Part‑time contract role with remote work on weekends
• Initial training: Tuesday to Friday, 8:00 AM – 4:30 PM, on‑site
• Ongoing shift: Saturday to Sunday, 7:00 AM – 3:30 PM, remote
• On‑site training location: Boulevard Crémazie Ouest, Montréal, QC H2P 1B9

Responsibilities

• Serve as the single point of contact (SPOC) for technical support incidents and service requests.
• Troubleshoot and resolve issues submitted via multiple channels, ensuring accurate documentation and ticket handling.
• Follow defined escalation, classification, and resolution procedures in accordance with SLAs.
• Communicate effectively with resolver groups and update customers on ticket status.
• Utilize service desk support tools and adhere to business continuity and security policies.
• Identify recurring issues and contribute to the development of the knowledge base.
• Maintain high standards of customer service and issue ownership from first contact to closure.
• Assist users with mobile device support, network connectivity, and basic Active Directory tasks.
• Ensure process compliance and participate in incident and knowledge management workflows.

What you will need to succeed

• High school diploma or equivalent.
• Completion of a two‑year technical program or possession of IT certifications is an asset.
• Proficiency in Microsoft Office applications.
• Previous experience in a service desk or customer service environment is preferred.
• Experience with mobile device support, connectivity issues, and basic Active Directory administration is a plus.
• Ability to multitask and resolve problems efficiently.
• Self‑motivated with the ability to work both independently and within a team.
• Excellent interpersonal and customer service skills.
• Willingness to work weekends and attend weekday training on‑site.
• Bilingual in English and French to support a national user base in both official languages.

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