Bilingual Fraud Agent investigating card and payment fraud for CIBC, a relationship - oriented Canadian bank. Analyzing transactions, resolving scams and account takeovers, and escalating complex cases.
About the role
- Bilingual IT Service Desk Specialist supporting insurance-sector advisors with hardware, software, and technical troubleshooting. Resolving client issues through calls, Knowledgebase research, and team collaboration.
Responsibilities
- Answer calls from the advisor community
- Listen carefully to understand technical issues
- Ask clear questions to identify the appropriate solution
- Use the Knowledgebase and previous experience to resolve client issues
- Explain solutions clearly and simply
- Search the Knowledgebase using keywords
- Ask colleagues for assistance through online chats
- Seek support from coaches and experienced teammates
- Ensure clients understand the next steps when an issue cannot be resolved directly
- Record clear notes after each call, including the solution or next steps
- Help enhance the Knowledgebase by sharing acquired knowledge
- Participate in structured training at the start of the assignment
- Build confidence before handling calls independently
- Continue learning new systems and solutions over time
- Collaborate with the team to find solutions, share ideas, and learn from one another
- Identify small, practical ways to make daily tasks easier for the team
Requirements
- High school education
- 1+ year of experience in a call centre and/or technical support environment
- General IT knowledge and experience troubleshooting hardware and software
- Computer hardware troubleshooting skills
- Experience working with printers
- Strong technical troubleshooting and problem-solving abilities
- Customer problem-solving skills
- Bilingual in French and English, both verbal and written, to provide daily support to clients in Québec and outside Québec
- CompTIA certification or similar technical background (preferred)
- Experience with ServiceNow or other ticketing systems (preferred)
- Familiarity with Active Directory (preferred)
- Strong general technical aptitude and troubleshooting depth (preferred)
- Excellent communication skills with a white-glove customer service mindset
- Strong de-escalation skills and ability to remain calm under pressure
- Proactive self-starter with a strong sense of initiative
- Ability to learn quickly
- Ability to work independently
- Collaborative and service-oriented approach
Benefits
- 6-month contract
- Full-time position: 37.50 hours per week
- On-site events 2 to 3 times per year
- Structured training at the start of the assignment
- Continuous learning new systems and solutions over time
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