Technical Specialist

Job Title: Bilingual Technical Support Specialist (French/English)

Location: Montreal, QC

Work Model: Hybrid (Primarily Remote, Onsite for Events 2-3 Times per Year)

Schedule: 37.5 hours per week

Duration: 6-Month Contract (Dec 6, 2026 – Jun 4, 2027)

Rate: 35/hr on T4

Role Overview

We are seeking a Bilingual Technical Support Specialist to provide first-level IT support, Administrative Assistants, and Multi-Advisor Corporations. The successful candidate will serve as the first point of contact for technical issues, assisting users with hardware, software, and system-related challenges while delivering exceptional customer service. This role requires strong troubleshooting skills, a calm and professional approach, and the ability to communicate effectively in both French and English.

Key Responsibilities

• Provide technical support to advisors and staff via phone and support channels.
• Troubleshoot and resolve hardware, software, printer, and access-related issues.
• Listen carefully to user concerns and identify appropriate solutions.
• Utilize knowledge base resources and troubleshooting tools to resolve incidents.
• Clearly communicate technical solutions and next steps to end users.
• Escalate unresolved issues while ensuring clients remain informed throughout the process.
• Document support activities, solutions, and follow-up actions accurately.
• Contribute to and enhance the internal knowledge base by sharing findings and solutions.
• Collaborate with team members, coaches, and subject matter experts to resolve complex issues.
• Participate in structured onboarding and ongoing training programs.
• Continuously learn new technologies, systems, and support processes.
• Identify process improvement opportunities to enhance client service and team efficiency.
• Maintain excellent customer service standards while handling challenging situations.
• Support incident management processes and ticket tracking within ServiceNow.

Must-Have Skills

• Fully bilingual in French and English (spoken and written).
• Minimum 1+ year of experience in a technical support, help desk, or call center environment.
• Strong customer service and relationship management skills.
• Proven ability to de-escalate situations and remain calm under pressure.
• Experience troubleshooting hardware, software, and general IT-related issues.
• Working knowledge of Active Directory (AD).
• Experience supporting and troubleshooting printers and peripheral devices.
• Familiarity with ServiceNow or similar ticketing systems.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and troubleshooting abilities.
• Ability to document incidents, resolutions, and customer interactions effectively.
• High school diploma or equivalent.

Nice to Have

• Experience using ServiceNow in an enterprise support environment.
• Knowledge of Active Directory administration and user account management.
• CompTIA A+, Network+, or similar technical certifications.
• Strong technical aptitude with the ability to learn new systems quickly.
• Previous experience supporting financial services professionals or advisor networks.
• Experience contributing to knowledge management and process improvement initiatives.

Ideal Candidate

• Help Desk Analyst, IT Support Specialist, Service Desk Agent, or Technical Support Representative.
• Customer-focused professional with a "white-glove" service mindset.
• Strong communicator who can confidently support both French- and English-speaking clients.
• Quick learner who thrives in a collaborative team environment.
• Proactive, self-motivated, and able to work independently.
• Comfortable handling multiple support requests while maintaining service quality.
• Strong troubleshooting mindset with excellent attention to detail.
• Continuously seeks opportunities to improve processes and enhance the customer experience.