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Help Desk Agent

4 months ago

Ottawa, Canada Altis Recruitment Full time

Our client in the IT industry is seeking Multiple Trilingual Help Desk agents to join their team

Provide technical support to resolve customer IT problems, incidents, issues, requests, and queries. Collaborate with other support teams or product teams as needed to ensure timely resolution of requests and issues. This will be both in Spanish and French.


12 month contract with opportunity to extend or go permanent.

2x a month onsite, the rest being remote.

$22-$23 an hour.


**Day-to-Day Responsibilities:**

- Respond to inbound customer calls and maintain thorough documentation.

- Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents. Our primary focus is on customer contact and delivering excellent customer service, rather than transaction processing.

- Demonstrate an understanding of our customers' business needs and consistently maintain high customer satisfaction ratings.

- Comprehend the incident management process, adhere to client information system policies, and follow service desk procedures.

- Actively seek opportunities to enhance knowledge, skills, and performance by reviewing knowledge base content, practicing skills, and being open to coaching and constructive feedback.


Must haves:

- Fluent in the French AND Spanish language, along with any other language.

- Must be eligible to qualify for a Reliability clearance or higher.


Our agents are expected to handle 25-30 contacts per day, translating to approximately 400 to 500 contacts per month. Work expectations are subject to shift scheduling and the average handle time per contact for each client.