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About the Role

Lifemark Health Group is seeking a Bilingual Helpdesk Agent Tier 1 to provide remote support to employees nationwide. This role involves managing helpdesk tickets, offering level I support, and ensuring exceptional client service within a collaborative team environment.

Responsibilities

• Daily management of helpdesk tickets and level I support requests
• Communicate effectively with users, internal teams, and potentially external vendors to coordinate solutions
• Provide clear and concise instructions to users, ensuring their satisfaction and understanding of solutions
• Identify and escalate complex or unresolved issues to the appropriate level of technical support
• Manage recommendation and obtain approvals for procurement of IT equipment and software
• Diagnose and resolve technical problems related to software applications

Requirements

• Must be fluently bilingual in French and English
• Excellent time management skills
• Strong verbal and written communication skills to explain technical issues to non-technical users
• Ability to handle customer inquiries with patience and professionalism
• Work with different divisions understanding their needs
• Set clear expectations and define key performance indicators for self
• Work within a team environment providing insight when appropriate
• Ability to work with minimal supervision
• Previous Medium to Large Enterprise Customer Service experience
• Previous experience in IT support, Call Centre and/or Ticketing tool environment is required
• Hours of Operation Monday to Friday 7AM – 8PM EST set 8 hour shifts/40 hours/week as per business needs

Skills

• Knowledge of Microsoft Windows operating systems and MS Office 2016/2019/O365
• Understanding of remote management tools and techniques
• Experience with Microsoft Active Directory
• Working knowledge of CRM applications such as SalesForce, Zendesk, Service NOW

Location

• Remote

Work Type

• Full-time
• Temporary
• Remote

Experience Level

• 12 month

About the Company

• Lifemark Health Group (LHG) is a market leader in customized healthcare solutions with over 20 years of service excellence.
• LHG is one of the largest, most trusted, and most comprehensive providers in Canada.
• As a national healthcare company, LHG employs over 5,000 highly trained clinicians, medical experts, and team members in almost 400 locations coast-to-coast and continues to grow.
• Lifemark was acquired by Loblaw Companies on May 10, 2022.
• The company's vision is to be the most innovative healthcare provider in community rehabilitation, workplace health and wellness, and medical assessment services.

Equal Opportunity

• We are committed to creating an inclusive environment where people from all backgrounds can thrive.
• Improving inclusion and equity is a collective responsibility.
• Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.
• Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. Email us at Talentatlifemark.ca