Application Support Specialist

Seeking an experienced Application Support / Help Desk Specialist to provide front-line support for a public sector digital platform. The candidate will assist end users through phone and email, troubleshoot application/website issues, log and track inquiries using IVR/ticketing tools, and escalate complex technical issues to appropriate support teams. Strong customer service, communication, analytical, troubleshooting and problem-solving skills are essential. Bilingual English/French candidates are required for 2 of the 4 openings. This is a 5-days onsite role in Toronto with a mandatory in-person interview.

Required Skillset

Strong in Help Desk / Service Desk / Application Support

Comfortable providing support over the phone and through email

Experienced supporting websites or digital applications

Experienced with IVR systems and digital tools used to log/track inquiries

Able to troubleshoot application/IT issues

Able to determine whether an issue can be resolved at the help-desk level or needs escalation to Tier 2/technical teams

Capable of explaining technical issues to non-technical users

Very strong in customer service, active listening, empathy and de-escalation

Highly organized because every inquiry needs to be properly logged and tracked

Comfortable handling multiple inquiries/priorities simultaneously

Strong analytical and problem-solving ability

For 2 of the 4 openings, English + French bilingual capability is mandatory

Government/public-sector experience is desirable but only carries 5% weighting