Application Support Specialist - Intermediate

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

• Comprehensive database of queries and resolutions kept up to date
• Technical documents and procedures maintained and updated
• Regular and customized training delivered to teams
• Maintenance plans and upgrades schedules prepared
• Reports developed for teams across the business

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