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We are looking for a Bilingual HelpDesk Support for our client in the printing and telecommunications industry.

This position provides service and solutions support for our Global Contact Center West. This position includes offering: technical trouble shooting to help solve the customer’s equipment issues, escalations to 2nd level technical support, dispatching field service technicians for Xerox and 3rd party equipment supplies ordering, general inquires and follow-up or customer care calls on the customer’s original inquiries.

The CSR will answer incoming calls, video, chat, emails and or electronic service requests (tickets) from customers, Xerox employees and / or 3rd Party employees and monitor the customer’s equipment remotely using the Xerox Office Suite (XOS) of tools.

The position acts as the front line for the field operations (first point of contact) in any escalations and the CSR will manage those in association with the onsite Support Staff.

This role will provide:
• Exceptional customer service to our customers and clients.
• Provide remote technical support for Technical and consumable Services
• Ensure quality by following Xerox call and system processes Establish and maintain good customer relations, with both internal and external customers
• Diffuse difficult customer situations
• Focus on providing tiered remote customer service solutions at many levels using a database of solutions to reference.
• Record, track and monitor problem resolution
• Input and / or update documented information in a computerized database (Xerox Service Manager-XSM)
• Order supplies and track (if required) utilizing the web-based tools provided
• Manage 3rd party equipment and supplies

-Work for a top-tier organization in the Global Corporation
- Earn the competitive wage of $16.72 per hour
-Work in St Laurent
-Work full time business hours on a 12 month assignment

• Must be fully bilingual (read, write, speak and comprehend) English and French.
• Superior customer service and professional telephone skills.
• Strong organization and problem-solving skills.
• Ability to prioritize and manage multiple applications an asset
• Effective communication and interpersonal skills
• Strong written and verbal communication is key
• Creative and highly self-motivated (self-starter)
• High sense of urgency, in a high paced professional work environment
• Proficient use of personal computers and applications knowledge: MS Office Suite, Internet Navigation, Email/Outlook, Networking
• Strong Team Player; works effectively in a team environment
• Ability to work under minimal supervision in high pressure situations

EXPERIENCE: Preferred: 2 years related work experience is an asset
EDUCATION: Minimum: High school diploma / GED Preferred: Post-Secondary Education


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Randstad Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.
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Internal reference No. 2235389STFEN