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Bilingual French/English Help Desk Analyst

Toronto, Ontario, Canada | ESD | Full-time | Partially remote

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Frontline MS is a global service provider, offering a full range of business process outsourcing for IT and accounting professionals within the legal industry. We offer complete coverage for any technology or support issues and are able to create cost-effective methods in accounts receivable management. In addition to IT support, we also develop cutting-edge software and applications in support of our services through an in-house development team.

Successful candidates will share our values and have an interest in working with the latest technologies in support of our operations team to provide exceptional customer service to our clients. We are seeking Bilingual (English/French) Help Desk Support Analysts to join our team in downtown Toronto.

Essential duties and responsibilities include, but are not limited to:

Serve as the initial contact for reporting technical issues and answering questions regarding upgrades, installations, and other software/hardware/network issues. Effectively communicate with requesters in a clear, positive, and professional manner (by frontlineMS script, spelling, grammatical, and related guidelines); Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources. Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools; Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines); Escalate unresolved issues to Team Leads. Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads promptly. Minimum Requirements Include Excellent analytical, problem-solving, and communication (verbal and written) skills. Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions Excellent Time-management, Organizational, And Communication Skills Accuracy and the ability to handle a high volume of work efficiently are essential to this position Strong customer service focus, with the ability to work professionally in a call-center environment (remaining calm and professional with complex and/or technically-inexperienced requesters) Professional, accountable, and resourceful “team player” mindset (Candidates must be fluent in both English and French; this will be confirmed during the interview process.)

Positions are full-time. Benefits offered with the position include: medical, dental, short-term disability, paid holidays, and paid time off. frontline MS is an Equal Opportunity Employer dedicated to workforce diversity.

Payrate: C$42,000

Pay: $42,000.00 per year

Benefits

• Casual dress
• Dental care
• Disability insurance
• Life insurance
• Paid time off
• Vision care

Schedule

• 8 hour shift

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Application Form

First Name *

Last Name

Email *

Phone *

Resume *

Do you speak French and English fluently? *

Will you be able to reliably commute or relocate to Toronto, ON for this job? *

Do you currently require sponsorship to work in Canada? *

This role is temporarily remote but will be in-office once able to do so. Do you have a working PC with Windows 8 or better and a high-speed internet connection? *

Are you able to receive text messages and download an app for multi-factor authentication (MFA) on a mobile device, as this is required to carry out the duties of this position? *

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