Bilingual ATS Service Desk Specialist II

The main job is to help Advisors, their Assistants and Multi-Advisor Corporations with their everyday IT problems, ranging from simple to complex, mainly over the phone. Incumbent will support them by helping
them get their issues resolved efficiently and calmly.

Incumbent do not need to know everything on day one. There will be training and support provided as you learn more about the job. General Knowledge of IT and experience working with troubleshooting
hardware and software is expected.

Location: Montreal, QC

There are no specific on-site days, requirement is to go in for events which could be 2/3 times a year.

Advantages
Duration: 6-Month Contract (Potential of extension/conversion)
Location: Montreal, QC (Remote)

Responsibilities
Main Tasks

1. Helping people with IT issues

A successfull candidate will:
Answer calls from the Sun Life Advisor community
Listen carefully to understand the problem
Ask clear questions to find the right solution
Use our Knowledgebase and your experience to help fix our clients issues
Explain things in a clear, simple way

2. Using support and tools
We have many tools to help us day to day.
A successfull candidate can:
Search the Knowledgebase using keywords
Ask colleagues for help through online chats
Get support from coaches and experienced teammates
A successfull candidate's main role is to make sure the client knows what will happen next if the issue is something incumbent can’t fix.

3. Recording and sharing information
After each call, incumbent will:
Record clear notes after each call, detailing the solution or next steps
Help enhance our Knowledgebase by sharing what you learn
This helps us to keep improving the service we offer our clients.

4. Learning and growing
A successfull candidate will:
Take part in structured training in the start
Build confidence before handling calls independently
Continue learning new systems and solutions over time
Work together with the team to find solutions, sharing ideas and learning from each other
Look for small practical ways to make daily tasks easier for your team
We do not expect incumbent to know everything. Learning is part of the job.

Qualifications
Required Skills & Experience
Minimum 1+ year experience in a call centre and/or technical support environment
Strong de‑escalation skills and ability to remain calm under pressure
Excellent communication skills with a white‑glove customer service mindset
Technically inclined with strong troubleshooting and problem‑solving abilities.
Must be fluent in communicate with French/ English speaking clients located outside Quebec on a regular basis

Nice‑to‑Have Skills
Experience with ServiceNow or other ticketing systems
Familiarity with Active Directory
Strong general technical aptitude and troubleshooting depth

Education: high school required.

Summary
Are you a professional who thrives at in a workplace that values efficiency, proactive problem-solving, and stakeholder engagement. Ready to take the next step in your facilities career? We want to hear from you!

All resumes received will be reviewed equally. Only selected candidates will be contacted.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.