Technical Support Representative (Part-Time 10 AM - 2 PM) - Jobs in Laval, Québec, Canada, H7N

Job Description

Technical Support Representative (Part-Time 10 AM - 2 PM) Our client in the technology services industry is urgently seeking eight part-time team members for a mandate supporting a government institution. This critical role focuses on delivering high-quality technical assistance and customer service as the first point of contact for users experiencing IT-related issues. Selected individuals will manage service requests, resolve incidents, and escalate when necessary, all while adhering to structured service desk processes. This is a great opportunity for professionals who thrive in a customer-focused, fast-paced support environment.What is in it for you:• Hourly salary of $18.• Indeterminate contract.• Part-time, 20 hours per week.• Monday to Friday, 10:00 AM to 2:00 PM.• Location: Hybrid – on-site Tuesdays and Wednesdays at 110 Bd. Crémazie O, Suite 800, Montréal, QC H2P 1B9; remote on other weekdays• Join a passionate and inclusive team of professionals.Responsibilities:• Serve as the single point of contact for customers requiring technical assistance via phone, email, chat, or self-service.• Create and update incident and request tickets, ensuring accurate classification, documentation, and resolution.• Troubleshoot issues related to mobile devices, connectivity, and user accounts.• Utilize service desk tools to track and escalate unresolved issues to appropriate resolver groups.• Follow established procedures for incident escalation, closure, and major incident handling.• Maintain compliance with client security policies, escalation protocols, and business continuity procedures.• Proactively identify and suggest improvements for service processes and knowledge base documentation.• Monitor support channels and prioritize requests in line with service level agreements.• Build strong customer relationships by providing timely updates and professional communication throughout the resolution process.• Participate in onboarding, knowledge-sharing, and training activities as needed.What you will need to succeed:• High school diploma or equivalent.• Excellent oral and written communication skills in French and English to serve both francophone and anglophone clients.• Previous experience in a service desk or customer support environment is preferred.• Completion of a technical school program or relevant certifications is an asset.• Proficiency in using Microsoft Office applications.• Experience working with Active Directory and performing basic account administration is a plus.• Familiarity with troubleshooting mobile devices and network connectivity is an advantage.• Excellent problem-solving abilities and multitasking skills.• Proven ability to work independently and collaboratively in a team setting.• Strong customer service orientation with a sense of urgency and attention to detail.• Willingness to adhere to defined service desk procedures and contribute to service excellence.Why Recruit ActionRecruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.# FJT210325