Application Support Specialist

Job Summary:

The Application Support Specialist provides expert technical support and knowledge for specific applications or suites of applications. This role involves troubleshooting, managing user inquiries, maintaining documentation, and delivering training to ensure smooth operation and integration of digital systems. The specialist supports both internal teams and external clients, working primarily onsite to resolve issues and enhance system functionality. Responsibilities:

• Provide technical expertise and support for applications and related software.
• Assist with system integrations and manage ticketed query systems.
• Maintain and update technical documentation and procedures.
• Identify, troubleshoot, and resolve technical issues.
• Coordinate support activities at **** and international levels as required.
• Deliver regular and customized training sessions to internal teams.
• Prepare maintenance plans and upgrade schedules for organizational systems.
• Develop reports for various business teams.
• Provide exceptional customer service and manage client relationships.

Required Skills & Certifications:

• Prior experience in a help desk role supporting end users with IT or website-related issues.
• Experience working with Interactive Voice Response (IVR) software and digital inquiry tracking tools.
• Proven ability to provide support for digital systems or websites.
• Strong troubleshooting skills and ability to escalate complex issues to technical teams.
• Advanced verbal and written communication skills; bilingual proficiency in English and French required for bilingual positions.
• Excellent analytical, problem-solving, and decision-making abilities.
• Ability to manage competing priorities and maintain organized records of inquiries and resolutions.
• Experience communicating technical information to non-technical users.

Preferred Skills & Certifications:

• Experience and understanding of the public sector and government service delivery.
• Exceptional customer service and relationship management skills.
• Ability to remain calm and professional under stressful situations.
• Active listening and empathy skills to effectively handle user concerns.

Special Considerations:

• Mandatory work from the office location five days per week.
• Must attend an in-person interview; no exemptions allowed.
• Positions available for both bilingual (English/French) and non-bilingual agents.
• Ability to work collaboratively and manage client relationships effectively.

Scheduling:

• Full-time, onsite schedule with standard business hours, Monday through Friday.