Service Desk Representative

2 weeks ago

Montreal, Quebec, Canada Recrute Action Full time
Job Summary

We are seeking a highly skilled Service Desk Agent to join our team at Recrute Action. As a Service Desk Agent, you will be the primary point of contact for customers requiring technical assistance, responsible for diagnosing and resolving issues while ensuring compliance with our client's standards.

Key Responsibilities
  • Act as the single point of contact for all customer technology issues and requests, ensuring a seamless experience.
  • Provide exceptional quality commitments and timely, informed service to broker partners.
  • Manage and execute data entry for new business, maintain trackers, and process necessary reports.
  • Complete risk follow-ups with broker partners, maintaining compliance with established systems and frameworks.
  • Collaborate closely with leadership on work distribution, triage, and service level agreement data builds.
  • Handle various customer contacts through multiple channels within agreed SLA/XLA.
  • Participate in knowledge management and major incident management processes as required.
Requirements
  • High School Diploma or equivalent required.
  • Two Years Technical School or relevant Technical Certifications are a plus.
  • Bachelor's degree preferred.
  • Previous experience in a Service Desk or Customer Service environment preferred.
  • Experience in troubleshooting mobile devices and network connectivity.
  • Knowledge of Active Directory and basic account administration processes.
  • Familiarity with AML compliance and FINTRAC reporting is beneficial.
  • Proficiency in Microsoft Office applications, especially Excel and Word.
  • Strong attention to detail, problem-solving skills, and the ability to multitask.
  • Excellent verbal and written communication skills.
  • Ability to work independently with minimal supervision and as part of a team.
  • Strong leadership capabilities and the ability to make strategic decisions.
What We Offer
  • Hourly salary of $17.22.
  • Long-term contract.
  • Part-time position: 20 hours per week.
  • Training period: First 4 weeks on-site, Monday to Friday, 10 am to 2 pm.
  • Hybrid work: After training, 3 days in-office, with flexibility to choose 2 days to work from home.

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