Global Service Desk Analyst – French Bilingual

This is a fully remote position, open to applicants in Canada.

📋 Description

• Enter thoroughly documented customer issues into a ticket management system.

• Assess the symptoms, identify the urgency, and whenever possible, offer solutions to the issue.

• Forward an incident to the relevant Tier II support team when first-call resolution is unachievable, and oversee the incident throughout its lifecycle.

• Comprehend and assist with all internal and external escalations.

• Continuously seek opportunities for process enhancements and collaborate with peers and leaders to improve service delivery.

⛳️ Requirements

• Over 1 year of experience in a technical support position, delivering tier I support within a service desk or help desk environment.

• Fluency in both French and English in a professional setting.

• Exceptional bilingual written and verbal communication skills in French and English.

• Demonstrated ability to troubleshoot and resolve both technical and procedural challenges.

• Capacity to adapt to changing customer demands and to manage high-pressure situations while responding swiftly and professionally.

• Ability to build rapport with peers and colleagues.

• Proven track record of delivering outstanding customer service both over the phone and in person.

• Willingness and capability to work an overnight shift.

🏝️ Benefits

• Comprehensive benefits package available from day one.

• 3 weeks of vacation to begin with.

• Recognition programs to celebrate achievements.