Fusion BPO

Are you passionate about technology and customer service? Are you ready to take your IT skills to the next level with a global company? Join us at Fusion CX Canada as a bilingual L2 IT Support agent catering to French and English-speaking customers, resolving their technical issues, and creating memorable experiences. At Fusion CX, we are seeking a bilingual L2 IT Helpdesk Agent who thrives on solving challenges and delivering exceptional technical support. Whether it’s troubleshooting devices, managing cloud applications, or providing white-glove service, this role allows you to empower businesses while honing your IT expertise in a dynamic, client-focused environment.

If you are looking for an exciting opportunity in the world of tech support and IT helpdesk jobs in Canada and thrive in a fast-paced environment, this role is for you. Apply now!

Job description – Bilingual L2 IT Helpdesk Agent

Position Overview:

We are looking for a highly skilled and customer-focused bilingual L2 IT helpdesk agent in Canada to deliver top-tier, white-glove technical support to our clients. In this role, you will remotely diagnose and resolve a variety of technical issues involving hardware, software, and cloud-based applications. Your keen attention to detail and problem-solving abilities will ensure our clients receive swift, efficient, and effective solutions, eliminating the need for in-house IT support. The ideal candidate will possess exceptional communication skills, a strong technical background, and a passion for providing personalized, high-quality customer service that exceeds expectations.

Day-to-Day Responsibilities of the bilingual L2 IT helpdesk agent in Fusion CX Canada:

• Provide remote technical support to clients, addressing their IT and SaaS needs.
• Diagnose and repair technical issues related to laptops, mobile devices, tablets, networking devices, and point-of-sale hardware.
• Ther task of installing and repairing Microsoft and Google Workspace tools and possess excellent knowledge of Tier 2 Admin tasks.
• Assist clients in troubleshooting and resolving problems with cloud-based applications, including those in the areas of Marketing, Finance & Accounting, and Operations Management.
• Collaborate with Cloud Specialists to offer support for various business applications sold in a Cloud Marketplace.
• Serve as the primary point of contact for customers, offering guidance and resolving issues related to licensed software installation, basic FAQs, “How-Tos,” and common troubleshooting requests.
• Perform malware removal, including scanning and removing viruses, spyware, and other malicious programs from client devices.
• Install and update anti-virus, anti-spyware, pop-up blocker, and firewall software on client devices.
• Stay updated with the latest technology trends and software updates to provide the most relevant and effective support.
• Marketplace Onboarding & Support
• Productivity Onboarding & Support (Microsoft & Google)
• Cloud App Onboarding & Support (ESChat)
• Cloud App Onboarding (eFax)

Scope of Support – Bilingual L2 IT Helpdesk Agent

Technology Help and Support:

Provide remote assistance for desktop computers, laptops, tablets, mobile devices, networking devices, cloud-based point-of-sale hardware, and other peripherals. Conducting problem diagnosis and repair, as well as providing advice for hardware and software issues. Offer upgrade recommendations and guidance for maintaining and optimizing devices.

Cloud App Support:

Assist clients in the installation, setup, and troubleshooting of various cloud-based applications across different categories such as Business Intelligence & Analytics, Collaboration, Finance & Accounting, Sales, and more. Address general troubleshooting, configuration, and account creation for supported applications. Collaborate with clients to ensure smooth integration and usage of cloud applications.

Malware Removal:

Conduct complete scans of client devices to detect and remove viruses, spyware, and other malicious programs. Install and update security software to enhance device protection. Ensure client devices are up to date with the latest security patches.

Job Requirements – Bilingual L2 IT Helpdesk Agent

Key Requirements and Attributes for the bilingual L2 IT helpdesk agent in Canada:

• Proven experience as an IT Helpdesk Agent or in a similar technical support role. 2-3 yrs of entry-level L1 Tech Support experience.
• Excellent communication skills in French and English, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong knowledge of hardware, software, and cloud-based applications.
• Familiarity with troubleshooting devices such as laptops, mobile devices, tablets, and networking hardware.
• Proficiency in diagnosing and resolving technical issues related to various operating systems (e.g., Windows, Mac) and browsers (e.g., Chrome, Safari).
• Marketplace Onboarding & Support
• Productivity Onboarding & Support (Microsoft & Google)
• Cloud App Onboarding & Support (ESChat)
• Cloud App Onboarding (eFax)
• Possess Microsoft Azure and Google Workspace Admin experience
• MS certification is a plus

Essential qualities of a successful bilingual IT helpdesk agent

• Customer-oriented mindset with a passion for delivering exceptional service.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong problem-solving and critical-thinking skills.
• Flexibility to work in a 24/7 support environment, including overnight/weekends
• A high-touch and detail-oriented individual with a meticulous approach to customer service delivery.
• Upselling to encourage customers to buy a higher-end version of a product than what they originally intended to purchase.

Why Join Fusion CX

Step into a career with Fusion CX, where your skills and passion for technology are valued and nurtured. Our IT helpdesk jobs in Canada provide a platform to solve complex technical challenges while delivering exceptional customer service. At Fusion CX, we emphasize innovation, professional development, and a culture of collaboration, ensuring that every team member feels empowered to grow. Join us as a bilingual L2 IT helpdesk agent in Fusion CX Canada and be part of a forward-thinking organization that not only transforms customer experiences but also supports you in achieving your career aspirations.