Role overview

Job Title: Application Support Specialist - Intermediate

Location: Toronto, Ontario

Work Model: Onsite

Duration: 8 months

Extension: 1 Time

2 Non-bilingual agents and 2 Bilingual agents

Must Haves

Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues
Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
Demonstrated experience with providing support for a digital system or website
Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate findings to non technical users
Advanced verbal and written communication skills (in both English and French for Bilingual agents)
Excellent analytical, problem-solving, and decision-making skills
Mandatory in-person interview. No exemptions will be made.

Description / Responsibilities / Skills

Responsibilities

Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software
Assists with systems integrations Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
Maintains and updates technical documents and procedures Identifies and resolves technical issues
Delivers regular and customized training to teams within the business
Prepares maintenance plans and upgrades schedules for the organization's systems
Develops reports for teams across the business

General Skills

Experience training end users on a variety of applications and creating documentation when necessary
A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience
Ability to explain complex ideas to those with limited IT and systems knowledge
Extraordinary customer service and relationship management experience
Listening ability and patience

Deliverables

Experience & Skill Set Requirements

Core Skills - 50%

Demonstrated experience of knowing how to find answers to inquiries
Demonstrated experience with referring users to alternate channels (e.g., escalation to technical partners, referrals to program areas)
Ability to manage competing priorities
Advanced organization skills to make sure that all inquiries are responded to properly logged

Communication Skills - 45%

Demonstrated experience communication with non-technical end users in a helpdesk supporting capacity
Ability to convey concise and direct communication to end users to troubleshoot issues
Demonstrated experience to stay calm and professional under stressful situations
Ability to active listen and empathize with users to defuse tension and find collaborative solutions
Ability to escalate challenging user situations to the appropriate level

Public Sector Experience - 5%

Experience and understanding of the public sector and government's role in providing services to the public