Bilingual- FRENCH, ENGLISH ID Provising Analyst job in Markham



Advert ID




Job Type




Salary Range

Based on Experience

No. of Openings


Branch Information

Manpower Canada - (CAN) 2 Sheppard Avenue East 20th floor ON North York , ON M2N 5Y7



Job Description

The Bilingual- FRENCH AND ENGLISH, Intermediate Customer Analyst (Level 2) provides brokerages access support, how to advice, and in-depth technical support & trouble-shooting, assuring minimal impact to productivity.


6 months contract

Reports to

Concierge FLM - Customer Operations


1. Handle all telephone demand & email inquiries from brokerages, LIAs & internal stakeholders for system access inquiries, support requests, and guidance inquiries

2. Deliver a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided

3. Accountable to ensure ticket lifecycle does not exceed defined standard

4. Log requests, follow up on outstanding items, and provide instructions and status updates to users in a clear, professional manner (written and verbal)

5. Create/modify/remove system access as requested - aligned to defined standard

6. Can provide support on systems when called on by peers (junior)

7. Maintain knowledge of supporting systems, provide cross-training (as needed)

8. Prioritize and manage multiple requests based on urgency/impact of request

9. Identify trends with brokers, taking the lead to work with BD team on training

10. Ability to effectively handle all Broker & customer requests end to end

11. Keep abreast of all Broker communication and changes in guidelines & technology

12. Ability to act as SME to represent the team on initiatives

13. Trouble-shoot & identify root cause of technical issues where applicable

14. Triage complex issues effectively for further investigation


1. Customer service oriented

2. Strong written and verbal communication skills

3. Excellent problem solving skills

4. Interpersonal & organizational skills

5. Self-directed & adaptable

6. Typing at a medium to fast rate with accuracy


1. Bachelor Degree ~ Business Management/equivalent (preferred)

Designations - Not A REQUIREMENT


1. Basic appreciation of broker operating environments, and that of insurance

2. Basic understanding of Underwriting principles

3. Intermediate technical skills on MS Office suite of products

4. Basic knowledge of broker applications


1. Ability to manage client expectations by actively listening

2. Can communicate in a friendly, professional manner

3. Able to make sound judgments/decisions after thorough investigation

4. Can be resourceful when investigating and resolving issues

5. Ability to prioritize and multi-task several requests in a short period of time

6. Can adapt to the needs of different environments and people

7. Willing to take ownership, and take initiative during low call/email volumes

8. Able to work independently or in a team with minimal supervision