Bilingual Helpdesk

**Location: 2201 Eglinton Ave East Ecosystem 4 - 2 weeks training onsite and then Hybrid work model - 4 days onsite per month**

Contract Duration: 12 months

**Extension: Yes, possibility of extension**

**FTE: Possible (based on performance + vacancy)**

Number of Positions: 2 - FRENCH/ENGLISH

Schedule Hours: Monday-Friday - Either 9:30 am 5:30 pm or 10:30-6:30 pm, late shift coverage required on a rotation basis every 6 weeks - 12 pm - 8 pm shift

Summary:
The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

Typical Day in Role:

- Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower - high complexity level
- Troubleshooting customer concerns over inbound phone calls
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Must Haves:

- Fluent English/French
- Mandatory (no exceptions, bilingual and fluency in both required)
- 2-3 Years Customer Service Experience
- 2-3 years of browser troubleshooting practices
- Knowledge of computer software, such as configuration management software, desktop communications software, and operating system software.

Nice to Have
- Previous Help Desk or Contact Center experience
- Technical Help Desk Experience

Soft Skills:

- Strong Verbal and written communication skills,
- problem solving skills,
- customer service
- empathy, finesse and interpersonal skills.
- High ability to work independently and manage one’s time.

**Education**:
College/University in related field preferred but not required

Strong technical helpdesk experience with strong language proficiency.

1 round of interview over video conference - 1 hour

Manager will send out technical assessment test to be completed within 24 hours after receiving once interview is completed.

**Job Type**: Fixed term contract
Contract length: 12 months

Pay: $26.00-$30.00 per hour

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Scarborough, ON M1L 4S2

Application deadline: 2025-04-20
Expected start date: 2025-04-28