Int. Bilingual Service Desk Specialist to help fix technical issues for a large insurance client - 5184

Int. Bilingual Service Desk Specialist to help fix technical issues for a large insurance client - 5184

Duration: 6 months (possibility for extension or conversion)

Location: Remote (EST Hours)

Timing: Monday to Friday in rotation. 8am - 4pm, 9am-5pm, 10am - 6pm, 11am - 7pm, 12pm- 8pm.

Our Advisor Technology Support (ATS) Team is spread geographically with employees currently based in Ireland and Canada. We enable our clients to get on with their working day by helping fix their IT problems, from password resets, setting up software on laptops and mobile devices, to more perplexing IT issues.

Must Have Skills:

• 3+ years as a Service Desk Specialist with experience in technical troubleshooting
• Bilingualism (French/English)
• Experience with Active Directory, ServiceNow and Windows
• Insurance/Banking industry experience

Nice To Have Skills:

• Experience in a call centre/customer service environment

Job Responsibilities:

• Be the first line of support for technical issues.
• Work as part of an IT support team, proactively coming up with solutions.
• Liaise between Advisors and ATS Specialist to schedule technical support
• Manage ATS Specialist Calendars and assign work effectively
• Address and triage email support
• Decide the best way to help the client by listening carefully & asking the right questions to find out exactly what is needed.
• Log the details to help us track and learn from the calls we get to help improve our client’s experiences.
• Escalate the issue on to a specialized team, keeping your client informed of the next steps.