ATS Specialist (French Bilingual) 6 Month Contract

Job Title

Advisor Technology Support (ATS) Specialist Bilingual French (6 Month Contract)

Reports To

ATS Operations Manager

What this job is about

Your main job is to help Advisors, their Assistants and Multi-Advisor Corporations with their everyday IT problems, ranging from simple to complex, mainly over the phone. You will support them by helping them get their issues resolved efficiently and calmly. No need to know everything on day one. Training and support will be provided.

Main Tasks

1. Helping people with IT issues

   Answer calls from the Sun Life Advisor community, listen, ask clear questions, use the Knowledgebase, explain solutions.

2. Using support and tools

   Search the Knowledgebase, chat with colleagues, get support from coaches, inform clients what will happen next if the issue cannot be fixed.

3. Recording and sharing information

   Record clear notes after each call, detail solution or next steps, share insights to enhance the Knowledgebase.

4. Learning and growing

   Participate in structured training, build confidence before handling calls, continue learning systems, collaborate with team, find ways to improve daily tasks.

Required Skills & Experience

• Minimum 1+ year experience in a call centre and/or technical support environment
• Strong de escalation skills and ability to remain calm under pressure
• Excellent communication skills with a white glove customer service mindset
• Technically inclined with strong troubleshooting and problem solving abilities
• Fully bilingual in French and English (verbal and written)

Nice to Have Skills

• Experience with ServiceNow or other ticketing systems
• Familiarity with Active Directory
• Strong general technical aptitude and troubleshooting depth

Job Category

IT - Technology Services

Posting End Date

03/07/2026