Bilingual Technical Support Representative

Bilingual Technical Support Representative

Take part in an engaging insurance environment that values collaboration, customer experience, and continuous learning. This role offers the opportunity to support key business partners while contributing to efficient and reliable service delivery.

What is in it for you:

• Hourly salary of $28.

• 6-month contract with the potential for permanent employment.

• Hybrid work with in-office attendance on Tuesdays and Wednesdays, and additional office days as required.

• Monday to Friday schedule within business hours of 8:00 am to 6:00 pm.

• Flexible start time between 8:00 am and 10:00 am.

Responsibilities:

• Respond to phone calls and emails from brokerages, LIAs, and internal stakeholders regarding system access, support requests, and guidance inquiries.

• Deliver a high standard of customer service through clear communication, integrity, timeliness, and accuracy of technical information.

• Ensure ticket lifecycles do not exceed defined standards.

• Log requests, follow up on outstanding items, and communicate instructions and status updates clearly and professionally.

• Create, modify, and remove system access in accordance with established standards.

• Provide system support when required and assist team members as needed.

• Maintain current knowledge of supported systems and provide cross-training when required.

• Prioritize and manage multiple requests based on urgency and impact.

• Identify trends involving brokers and collaborate with the BD team on training initiatives.

• Troubleshoot technical issues and support resolution efforts.

• Handle broker and customer requests from initiation to completion.

• Act as a subject matter expert on team initiatives when required.

What you will need to succeed:

Required qualifications

• College or University Degree, preferably in Business Management or a related field.

• 1-2 years of experience in a customer contact center.

• Proficiency in relevant computer applications and call center systems.

• Good typing skills at a medium to fast rate with accuracy.

• Basic understanding of broker operating environments and insurance principles.

• Basic knowledge of Underwriting principles.

• Bilingual in French and English to respond to phone calls and emails from brokerages, LIAs, and internal stakeholders, and to communicate instructions and status updates clearly and professionally..

Required soft skills

• Ability to effectively handle all Broker & customer requests from start to finish.

• Ability to keep abreast of all Broker communication and changes in guidelines and technology.

• Ability to troubleshoot and identify the root cause of technical issues.

• Efficiently prioritize complex issues for further investigation.

• Strong customer service orientation.

• Outstanding problem-solving skills.

• Strong interpersonal and organizational skills.

• Self-directed and adaptable.

Why Recruit Action?

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.