Bilingual-Broker Help Desk Analyst

Under direct supervision, this job contributes by acting as a single point of contact, and providing initial support, on restoration of service for broker applications to Brokers within established service level targets.

Contract
Pay rate: TBD
Start date: Dec 9th 2024

JOB RESPONSIBILITIES

· Provide a high level of customer service by communicating with our customers to facilitate the timely resolution of reported Incidents/Requests
· Recognize, investigate and resolve inconsistencies with data and various system applications
· Utilize the ServiceNow Knowledge Base to investigate and resolve Incidents/Requests
· Ensure accurate and up to date support information exists in the knowledge Base
· Establish and maintain good working relationship with our support teams
· Serve as the liaison between our external customers and our support teams
· Willingness to collaborate/co-locate with other teams within the organization
· Participate in cross-functional team meeting and scrums to share information and build valued working relationships within the team and other teams within the organization
· Contribute to the ongoing improvement of departmental processes, procedures and standards by recognizing opportunities for improvement
· Perform other duties as assigned.

QUALIFICATIONS
· 2 years’ experience in customer service
· Experience with an incident tracking tool will be considered an asset
· Related experience and training in troubleshooting and providing first level support
· Strong knowledge of telephony system
· Good customer service skills by providing friendly, cheerful service
· Strong attention to details, identifying and addressing issues shared by Brokers and Staff
· Ability to express ideas clearly and asks probing questions appropriately
· Strong organization skills by prioritizing and reprioritizing tasks appropriately
· Experience in the Property and Casualty Insurance industry in considered an asset
· Strong knowledge of Insurance/Brokerage terminologies
· GIE and CIP certification will be considered an asset
· Fluent in French and English an asset