Bilingual Client Services Helpdesk Associate

Be a key contributor on a collaborative Client Services Helpdesk team that plays an essential role in supporting consultant needs across Procom’s operations. 

Develop deep expertise in Procom’s systems, processes, and service offerings, building a strong foundation for long term career growth in a dynamic, service driven organization. 

Make a measurable impact by delivering timely, accurate, and empathetic support that strengthens Procom’s reputation for excellence and enhances the overall customer experience. 

Grow within an organization that values continuous improvement, innovation, and employee development, with opportunities to expand into more senior roles within Client Services or other areas of the business. 

Responds to basic/standard contractor support phone calls, emails, chat messages in a warm, courteous, and professional manner. 

Responds to French and English inquiries in accordance with queue priority. 

Quickly identifies contractor needs to resolve issues/questions promptly and efficiently. 

Enter and maintain clear, detailed and concise written communication responses to ensure accurate understanding and clarity for the contractor as well as for future reference. 

Manages and monitors helpdesk tickets to ensure responses are timely, and any follow-ups required by external resources are completed and communicated to contractors. 

Identifies and escalates complex tickets to senior Helpdesk team members, Client Services team, Account Manager, Helpdesk Team Manager or other SMEs when necessary.  

Uses all resources available (systems, documentation, colleagues) to assist with resolutions ensuring accuracy and timeliness. 

Identifies recurring contractor issues to propose standardized working solutions, notably with respect to French language support.  

Stays current with all changes impacting Procom contractors and provides input on procedures for anticipated volume changes (increased or decreased). 

Provides feedback to senior Helpdesk team members to contribute to continuous improvements with respect to systems, business processes, and overall user experience, notably with respect to French language support. 

Assist senior team members with recommending and drafting articles and ticket forms within Zendesk to help support contractor inquiries. 

Understands, adheres to and ensures compliance with Procom’s business policies, processes and guidelines. 

Continually review CS Plans and client-specific documents to be able to provide quick and knowledgeable responses to contractors' inquiries and meet SLA requirements.  

Attend all Client Services Q&A meetings, trainings, CS Plan reviews, and other relevant information sessions, demonstrating a proactive approach to staying updated and equipped with the latest knowledge and skills necessary to provide exceptional support to our contractors.  

Acquires proficiency in Procom's software systems and client tools to efficiently search for information, enabling effective communication with incoming inquiries.  

Minimum of 3 years of customer service experience, preferably within the staffing industry or professional services. 

Post‑secondary education (in the field of Business or Human Resources would be an asset) or equivalent relevant experience. 

Demonstrates written and oral fluency in French and English  

Excellent professional communication skills with all levels of Customers, both verbal and written. 

Strong problem solving and troubleshooting skills.  

Ability to stay calm and provide an empathetic approach when under stress.  

Demonstrates a strong attention to detail and thoroughness in completion of work.  

Ability to prioritize workflow and meet deadlines/SLAs.  

Organized and takes initiative, demonstrates sense of urgency.  

Self-directed for daily work tasks while also being team oriented.  

Proven ability to quickly learn new technologies and aptitude to work in multiple systems (i.e. ticketing system, FBO, VMS tools, etc.)  

Experience with Zendesk would be an asset.  

Intermediate knowledge of Microsoft office applications specifically Outlook, Excel, and Word. 

Belonging & Impact: An inclusive, collaborative culture where your ideas are valued, and make a real impact.  

Balanced Work Model: A modern hybrid work model that supports productivity and personal flexibility.  

Work From Where You Thrive: Whether visiting family or exploring a new place, our remote-work program lets you temporarily work from another approved location for up to two weeks each year keeping you connected wherever life takes you.  

Competitive Compensation: Compensation designed to remain competitive within our industry.  

Time to Recharge: Generous vacation and sick-day policies. (moved up)  

Health & Well-Being: Comprehensive health benefits, mental health resources, and preferred pricing on various perks through third party providers.  

Set up for Success: Access to the tools and tech you need to succeed plus an IT equipment stipend.  

Community & Purpose: Opportunities to get involved in innovation challenges, charity initiatives, team & corporate events and company celebrations.