1849 - Bilingual ATS Service Desk Specialist II

Please send your resume at anila.dada@amyantek.com if you are interested in this 06 month contract with Sunlife with a possibility of extension, If you are not interested, please feel free to pass it in your network for anyone looking for work.

Position Title: 1849 - Bilingual ATS Service Desk Specialist II

Working Status: Hybrid - There are no specific on-site days, requirement is to go in for events which could be 2/3 times a year.

Location: 1155, rue Metcalfe, Montreal, Quebec, Canada, H3B 2V9

Target Start Date: 12/06/26 to 06/04/27

Background Check: Tier 2

Required Skills & Experience

• Minimum 1+ year experience in a call centre and/or technical support environment
• Strong de‑escalation skills and ability to remain calm under pressure
• Excellent communication skills with a white‑glove customer service mindset
• Technically inclined with strong troubleshooting and problem‑solving abilities.
• 5. Fully Bilingual in French and English (verbal and writte)

Nice‑to‑Have Skills

• Experience with ServiceNow or other ticketing systems
• Familiarity with Active Directory
• Strong general technical aptitude and troubleshooting depth

Education:

• High school required.

Describe Top Performer: A proactive self‑starter with strong technical aptitude, excellent communication skills, and the ability to work independently. Someone with a CompTIA certification (or similar technical background) would excel in this role. They take initiative, learn quickly, and thrive in a collaborative, service‑oriented environment.

About the Team

The main job is to help Advisors, their Assistants and Multi-Advisor Corporations with their everyday IT problems, ranging from simple to complex, mainly over the phone. Incumbent will support them by helping them get their issues resolved efficiently and calmly.

Incumbent do not need to know everything on day one. There will be training and support provided as you learn more about the job. General Knowledge of IT and experience working with troubleshooting hardware and software is expected.

Main Tasks

1. Helping people with IT issues

A successfull candidate will:

• Answer calls from the Sun Life Advisor community
• Listen carefully to understand the problem
• Ask clear questions to find the right solution
• Use our Knowledgebase and your experience to help fix our clients issues
• Explain things in a clear, simple way

2. Using support and tools

We have many tools to help us day to day.

A successfull candidate can:

• Search the Knowledgebase using keywords
• Ask colleagues for help through online chats
• Get support from coaches and experienced teammates
• A successfull candidate's main role is to make sure the client knows what will happen next if the issue is something incumbent can’t fix.

3. Recording and sharing information

After each call, incumbent will:

• Record clear notes after each call, detailing the solution or next steps
• Help enhance our Knowledgebase by sharing what you learn
• This helps us to keep improving the service we offer our clients.

4. Learning and growing

A successfull candidate will:

• Take part in structured training in the start
• Build confidence before handling calls independently
• Continue learning new systems and solutions over time
• Work together with the team to find solutions, sharing ideas and learning from each other
• Look for small practical ways to make daily tasks easier for your team
• We do not expect incumbent to know everything. Learning is part of the job.