Bilingual French & English Helpdesk / Technical Support -   - JOB-32434

Prospective Start Date:  20 Oct 2025           
Prospective End Date: 19 Oct 2026  
Location: 2201 Eglinton Ave East, Ecosystem 4, Scarborough ON Toronto, ON, Canada  
Physical Presence:                                      
Work Type:  MSP - Staff Augmentation

Job Description:
Location: Scarborough 
2 weeks training onsite and then Hybrid work model (3 days onsite per month)
Contract Duration: 12 months
Extension: Yes, possibility of extension
FTE: Possible (based on performance + vacancy) Not guaranteed
Number of Positions: 1 Bilingual (French/English)
Schedule Hours: Monday Friday Either 10:00am -6:00 pm or 11:00 am - 7:00 pm shift

Summary

The main function of a Senior Helpdesk is to respond to Commercial Card Coordinator inquiries by email or phone. The helpdesk is responsible for adhering to the Commercial Card service level agreement, troubleshooting and investigating payment reconciliation issues, retrieving ad hoc reports, and reporting problems to vendors to mitigate related risks. The role involves connecting with different departments within the bank such as Fraud, Chargeback, Accounting, and the Contact Center.

Candidate Value Proposition

The successful candidate will have the opportunity to work in a hybrid environment, with only four required in-office days per month (two mandatory and two flexible). The team provides a wide range of support internally and externally, offering strong opportunities for professional growth.

Typical Day in Role

• Completing daily, weekly, and monthly assigned tasks

• Responding to coordinator inquiries based on urgency

• Adhering to the service level agreement and acknowledging coordinator email inquiries

• Processing and redirecting replacement cards to their respective addresses

• Tracking all interactions with internal and external clients for email and phone requests

• Reporting issues to vendors for further investigation

• Taking ownership of investigations, providing updates, and engaging clients until resolution

• Consulting resources and procedures to enhance knowledge

Must Have Skills

• Minimum of 3 years of customer service experience

• TSYS knowledge

• Strong proficiency in Microsoft Excel (data analysis and reporting functions)

Nice to Have Skills

• Previous Commercial Card and Contact Center experience

• Bilingual proficiency in English and French (spoken and written)

Soft Skills

• Strong verbal and written communication skills

• Analytical and problem-solving ability

• Excellent attention to detail

• Effective time management and ability to work independently

• Results-oriented and customer-focused

• Strong interpersonal skills with a high-performance mindset

• Flexibility

Education

• College or University degree preferred