Service Desk Specialist - 1575

Duration: 6 months

Location: Fully remote; occasional onsite visits (downtown Toronto) required for equipment pickup or internet-related needs

Schedule: Monday-Friday, shifts between 8:00 AM-8:00 PM (7.5‑hour shifts)

Hourly Pay Range: $22/- to $30/- per hour

Team & Stakeholders

• Primary Stakeholders: Internal insurance advisors, insurance companies, internal insurance teams
• Team Size & Culture: ~30 team members; collaborative, technical, supportive, and highly engaged. Fun team environment with team‑building events twice per year.

What this job is about

Your main job is to help Advisors, their Assistants and Multi-Advisor Corporations with their everyday IT problems, ranging from simple to complex, mainly over the phone. You will support them by helping them get their issues resolved efficiently and calmly.

You do not need to know everything on day one. There will be training and support provided as you learn more about the job. General Knowledge of IT and experience working with troubleshooting hardware and software is expected.

Your Main Tasks

1. Helping people with IT issues

You will:

• Answer calls from the Advisor community
• Listen carefully to understand the problem
• Ask clear questions to find the right solution
• Use our Knowledgebase and your experience to help fix our clients issues
• Explain things in a clear, simple way

2. Using support and tools

We have many tools to help us day to day.

You can:

• Search the Knowledgebase using keywords
• Ask colleagues for help through online chats
• Get support from coaches and experienced teammates

Your role is to make sure the client knows what will happen next if the issue is something you can’t fix.

3. Recording and sharing information

After each call, you will:

• Record clear notes after each call, detailing the solution or next steps
• Help enhance our Knowledgebase by sharing what you learn

This helps us to keep improving the service we offer our clients.

4. Learning and growing

You will:

• Take part in structured training when you start
• Build confidence before handling calls on your own
• Continue learning new systems and solutions over time
• Work together with your team to find solutions, sharing ideas and learning from each other
• Look for small practical ways to make daily tasks easier for yourself and your team

We do not expect you to know everything. Learning is part of the job.

Required Skills & Experience

1. Minimum 1+ year experience in a call centre and/or technical support environment
2. Strong de‑escalation skills and ability to remain calm under pressure
3. Excellent communication skills with a white‑glove customer service mindset
4. Technically inclined with strong troubleshooting and problem‑solving abilities

Nice‑to‑Have Skills

1. Experience with ServiceNow or other ticketing systems
2. Familiarity with Active Directory
3. Strong general technical aptitude and troubleshooting depth

Education: high school required.

Describe Your Top Performer: A proactive self‑starter with strong technical aptitude, excellent communication skills, and the ability to work independently. Someone with a CompTIA certification (or similar technical background) would excel in this role. They take initiative, learn quickly, and thrive in a collaborative, service‑oriented environment.

Interview Process

1 interview - Virtual