Help Desk Agent
4 days ago
We are looking for a skilled and bilingual IT Support Specialist who holds or is eligible for a reliability security clearance. This position offers the flexibility to work remotely, with occasional visits to our client's office in Ottawa. The successful candidate will provide 24-hour support on a rotating shift between 11pm - 7am and 7am - 11pm, Monday to Friday.
Location: Remote with occasional office visits in Ottawa. Must be able to go onsite 4 times a week during training.
Contract: 12 months
Salary: $21-22/hour (based on experience)
Responsibilities:
- Handle inbound customer calls, resolving IT problems, incidents, issues, and queries
- Collaborate with support teams and product teams for timely issue resolution
- Maintain accurate documentation and ensure proper incident management processes are followed
- Prioritize customer service and understand customer business needs
- Actively seek opportunities for knowledge and skill improvement
- Support 20-30 contacts per day with scheduling and handling time subject to shift variations
Requirements:
- Minimum 1 year of customer service experience
- College/university education or equivalent work experience
- Fluency in both English and French is essential, with French as the primary language
- Eligible for or in the process of obtaining a reliability security clearance
- Ability to go into the client's office in Ottawa twice a month
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