Bilingual Global Service Desk Analyst (FR/EN) - Overnight

lvs1

Stati Uniti

Remoto

USD 40.000 - 53.000

Tempo pieno

14 giorni+

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Vantaggi offerti da questo lavoro

Comprehensive benefits from day one

Three weeks vacation to start

RRSP plan

Descrizione del lavoro

lvs1 is seeking a bilingual French/English technical support specialist to provide first-line IT and communications assistance to a worldwide customer base. The role includes overnight shifts and requires calm handling of high-pressure inquiries.

You will document issues, assess urgency, resolve or escalate on the first contact, and collaborate with teams to improve service delivery. A+ and ITIL familiarity are a plus, with remote-friendly work in Canada.

Competenze

1+ years of experience in a tech support role delivering tier-one service desk or help desk support.
Fluency in French and English, written and spoken.
Strong troubleshooting and problem-solving skills.
Ability to stay composed under pressure and adapt to changing demand.
Excellent customer service on phone and written channels.
Willingness to work overnight shifts.

Mansioni

Capture fully documented customer issues within a ticket management system.
Assess symptoms, judge urgency, and resolve incidents on the first call when feasible.
Hand off incidents to the appropriate tier-two support group and track them through completion.
Assist with both internal and external escalations.
Spot process improvement opportunities and collaborate with peers and leads to strengthen service delivery.