AGENT DE SUPPORT TECHNIQUE / SERVICE DESK AGENT

Poste bilingue de soutien technique dans l’industrie de l’assurance. Fournir une assistance client exceptionnelle, résoudre les problèmes technologiques et maintenir un haut niveau de service. Horaire flexible 24/7 avec travail hybride — présence sur site à Montréal deux fois par semaine de jour, quarts de nuit effectués à distance.

• Deliver first-level support through phone, email, chat, and self-service tools.
• Follow established processes and propose improvements when appropriate.
• Open, classify, and close incident and request tickets accurately.
• Troubleshoot hardware, software, network, and mobile device issues.
• Perform basic account administration in Active Directory.
• Monitor all support channels, ensuring proper prioritization and SLA adherence.
• Escalate incidents to appropriate resolver groups and track progress.
• Maintain up-to-date knowledge base content and follow all security policies.
• Provide status updates to customers and act as an escalation point as needed.
• Participate in major incident and knowledge management processes.