Job Title: Bilingual Technical Support Specialist (French/English)
Location: Montreal, QC
Work Model: Hybrid (Primarily Remote, Onsite for Events 2-3 Times per Year)
Schedule: 37.5 hours per week
Duration: 6-Month Contract (Dec 6, 2026 – Jun 4, 2027)
Rate: 35/hr on T4
Role Overview
We are seeking a Bilingual Technical Support Specialist to provide first-level IT support, Administrative Assistants, and Multi-Advisor Corporations. The successful candidate will serve as the first point of contact for technical issues, assisting users with hardware, software, and system-related challenges while delivering exceptional customer service. This role requires strong troubleshooting skills, a calm and professional approach, and the ability to communicate effectively in both French and English.
Key Responsibilities
- Provide technical support to advisors and staff via phone and support channels.
- Troubleshoot and resolve hardware, software, printer, and access-related issues.
- Listen carefully to user concerns and identify appropriate solutions.
- Utilize knowledge base resources and troubleshooting tools to resolve incidents.
- Clearly communicate technical solutions and next steps to end users.
- Escalate unresolved issues while ensuring clients remain informed throughout the process.
- Document support activities, solutions, and follow-up actions accurately.
- Contribute to and enhance the internal knowledge base by sharing findings and solutions.
- Collaborate with team members, coaches, and subject matter experts to resolve complex issues.
- Participate in structured onboarding and ongoing training programs.
- Continuously learn new technologies, systems, and support processes.
- Identify process improvement opportunities to enhance client service and team efficiency.
- Maintain excellent customer service standards while handling challenging situations.
- Support incident management processes and ticket tracking within ServiceNow.
Must-Have Skills
- Fully bilingual in French and English (spoken and written).
- Minimum 1+ year of experience in a technical support, help desk, or call center environment.
- Strong customer service and relationship management skills.
- Proven ability to de-escalate situations and remain calm under pressure.
- Experience troubleshooting hardware, software, and general IT-related issues.
- Working knowledge of Active Directory (AD).
- Experience supporting and troubleshooting printers and peripheral devices.
- Familiarity with ServiceNow or similar ticketing systems.
- Excellent verbal and written communication skills.
- Strong analytical, problem-solving, and troubleshooting abilities.
- Ability to document incidents, resolutions, and customer interactions effectively.
- High school diploma or equivalent.
Nice to Have
- Experience using ServiceNow in an enterprise support environment.
- Knowledge of Active Directory administration and user account management.
- CompTIA A+, Network+, or similar technical certifications.
- Strong technical aptitude with the ability to learn new systems quickly.
- Previous experience supporting financial services professionals or advisor networks.
- Experience contributing to knowledge management and process improvement initiatives.
Ideal Candidate
- Help Desk Analyst, IT Support Specialist, Service Desk Agent, or Technical Support Representative.
- Customer-focused professional with a "white-glove" service mindset.
- Strong communicator who can confidently support both French- and English-speaking clients.
- Quick learner who thrives in a collaborative team environment.
- Proactive, self-motivated, and able to work independently.
- Comfortable handling multiple support requests while maintaining service quality.
- Strong troubleshooting mindset with excellent attention to detail.
- Continuously seeks opportunities to improve processes and enhance the customer experience.
