Bilingual Broker Help Desk Analyst

Start a rewarding career as a Bilingual Broker Help Desk Agent, where you’ll serve as the primary point of contact for brokers and branch staff, providing timely support for insurance applications. You’ll use your troubleshooting expertise, knowledge of brokerage systems, and strong bilingual communication skills to restore service efficiently and deliver excellent customer service. If you’re detail-oriented, collaborative, and fluent in English and French, we encourage you to apply today.

WHY WORK WITH THIS COMPANY?
This stable and growing insurance organization offers competitive compensation, comprehensive benefits, and opportunities for professional development. Known for strong broker partnerships, financial stability, and community involvement, the company supports employees in building long-term, rewarding careers. 

YOUR RESPONSIBILITIES
* Deliver exceptional customer service for all support requests while setting and managing clear expectations.
* Troubleshoot and resolve broker application issues using the Service Desk knowledge base.
* Maintain high-quality ticket documentation by following Incident and Service Management processes.
* Keep support documentation accurate, current, and well maintained within the knowledge database.
* Provide guidance and support to junior team members as needed.
* Build and maintain strong, collaborative relationships with IS support teams.
* Complete additional duties as assigned

WHAT WE’RE LOOKING FOR
* Minimum of 2 years’ experience in a customer service–focused role, preferably within the insurance industry.
* Fluency in both English and French
* Relevant training and hands-on experience providing Service Desk support and technical troubleshooting.
* Strong understanding of insurance and brokerage terminology
* Solid knowledge of telephony systems and call-handling tools
* Proven ability to deliver friendly, professional, and customer-focused service
* High attention to detail with the ability to identify and resolve issues reported by brokers and staff
* Clear and effective communication skills, including the ability to ask insightful, probing questions
* Strong organizational skills with the ability to prioritize and adjust tasks as needed
* Demonstrated ability to work collaboratively within a team and share knowledge
* Experience using incident or ticket tracking tools is considered an asset
* GIE and/or CIP certification is considered an asset