UCaaS & Telephony Support Specialist (Hybrid)

Intact Financial Corporation; Laval; Hybrid; CAD 40,000 - 60,000; Full time

Job summary

A leading financial services firm in Quebec is seeking a Level 1 Help Desk Agent to provide technical support for Google CCaaS and Microsoft Teams. You will be responsible for managing service requests, ensuring effective communication, and collaborating with expert teams. The ideal candidate has experience in unified communications and strong customer service skills. This role offers a hybrid work model and a comprehensive benefits package.

Benefits

Financial rewards program

Employee Share Purchase Plan

Flex benefits package

Wellness account

Access to virtual healthcare

Flexible work arrangements

Community Impact program

Qualifications

• 1-3 years of experience as a help desk agent (L1) within a contact center or unified communications environment.
• Practical knowledge of Google CCaaS and Microsoft Teams UCaaS, or other similar CCaaS solutions.
• Understanding of IP telephony concepts, including call routing and network QoS.
• Ability to interpret technical logs and diagnostics.

Responsibilities

• Provide Level 1 technical support for Google CCaaS and Microsoft Teams UCaaS platforms.
• Manage and track service requests for Moves, Adds, Changes, Deletes.
• Collaborate with expert teams to resolve complex incidents.
• Document resolution procedures to improve support efficiency.

Skills

Customer service orientation

Clear communication

Teamwork skills

Bilingual (French and English)

Tools

FreshService

ServiceNow

Jira

Job description

A leading financial services firm in Quebec is seeking a Level 1 Help Desk Agent to provide technical support for Google CCaaS and Microsoft Teams. You will be responsible for managing service requests, ensuring effective communication, and collaborating with expert teams. The ideal candidate has experience in unified communications and strong customer service skills. This role offers a hybrid work model and a comprehensive benefits package.