Application Support Specialist - Intermediate

Our Client is seeking experienced Application Support Specialists to provide front-line technical and application support for digital systems and websites. The successful candidates will support end users, troubleshoot IT and website-related issues, manage inquiries and tickets, escalate complex technical issues, and communicate resolutions clearly to non-technical users.

Key Responsibilities

• Provide application and technical support for digital systems, websites, and related applications.
• Respond to end-user inquiries over the phone and through written correspondence such as email.
• Troubleshoot IT, website, and application-related issues and provide timely resolutions.
• Manage and update ticketed inquiry systems, ensuring all issues and resolutions are properly documented.
• Work with IVR software and other digital tools used to track and manage inquiries.
• Escalate complex technical issues to appropriate technical teams or program areas.
• Communicate technical findings and resolutions clearly to non-technical users.
• Maintain technical documentation, procedures, troubleshooting guides, and knowledge-base content.
• Support application integrations, upgrades, maintenance activities, and system changes.
• Refer users to alternate support channels where appropriate.
• Develop reports and provide updates on recurring issues and support activity.
• Deliver user guidance and training where required.
• Manage competing priorities while maintaining high standards of customer service.
• Work collaboratively with technical teams, program areas, and business stakeholders.

Must Have Skills

• Demonstrated help desk or application support experience.
• Experience supporting end users with IT, website, or application-related issues.
• Experience providing support by phone and written correspondence.
• Experience working with Interactive Voice Response (IVR) software.
• Experience using digital tools or ticketing systems to track inquiries and resolutions.
• Experience supporting digital systems or websites.
• Strong troubleshooting and technical problem-solving skills.
• Ability to identify when an issue requires escalation to technical teams.
• Ability to communicate technical findings to non-technical users.
• Strong organization skills with experience properly logging and tracking inquiries.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong customer service and relationship-management skills.
• Ability to manage multiple priorities and meet deadlines.

Bilingual Agent Requirements

For the 2 bilingual positions, candidates must have advanced verbal and written communication skills in both English and French.

Candidates must be comfortable supporting end users in both languages over the phone and through written correspondence.

Communication Skills

• Advanced verbal and written communication skills.
• Ability to provide concise and direct troubleshooting instructions.
• Strong active listening skills.
• Ability to remain calm and professional in stressful situations.
• Ability to empathize with users and help defuse challenging situations.
• Ability to escalate difficult user situations appropriately.
• Strong experience communicating with non-technical end users.

Nice to Have

• Previous public-sector or government experience.
• Understanding of how government organizations provide services to the public.
• Experience working in high-volume help desk or customer support environments.
• Experience creating user documentation and technical procedures.
• Experience delivering application or systems training.