Customer Service Representative (Bilingual)

TL;DR

Customer Service Representative (Bilingual): Providing end-user and client technical support for Managed Security Services with an accent on triaging incidents, troubleshooting IT security systems, and maintaining service records. Focus on ensuring service level agreements are met, communicating system status to clients, and assisting with team training.

Location: Must be based in Ottawa, Canada with availability for hybrid work.

Salary: $22/hr

Company

hirify.global is a Canadian financial technology leader facilitating secure digital payments, identity verification, and fraud protection.

What you will do

• Act as the first point of contact for client technical support, providing level 1 and 2 triage.
• Troubleshoot inbound client calls regarding IT security systems.
• Maintain call, change, and incident records documenting client inquiries.
• Communicate system outages and systemic issues to clients.
• Contribute to the development of service desk training materials and processes.
• Monitor team activity and performance targets to ensure SLA commitments are met.

Requirements

• Fluent in English and French (verbal and written).
• Must be eligible to work in Canada full-time.
• Must be eligible to obtain Reliability Status (RS), requiring 5 years of continuous Canadian residency.
• Availability to work shifts including 2 PM - 10 PM, overnights, and weekends.
• Ability to manage several priorities concurrently in a team environment.

Culture & Benefits

• Comprehensive employer-paid benefits coverage.
• Market-leading employer-funded RRSP program.
• Generous vacation and wellness days.
• Flexible hybrid work model.
• Pregnancy and parental leave top-up.
• Access to a confidential 24/7 employee and family assistance program.