Application Support Specialist

BuzzClan; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

BuzzClan is seeking an Application Support Specialist - Intermediate in Toronto. The contract role requires bilingual English/French support, with on-site duties at 315 Front Street, 11th Floor. You will provide expert help desk assistance, assist with systems integrations, and maintain technical documentation for users and teams.

You will manage ticketing, develop training, and deliver reports while coordinating with local and international partners as needed.

Qualifications

• Experience in a bilingual help desk environment supporting IT or website issues.
• Proficient in English and French, written and spoken.
• Experience with IVR software and digital tools to track inquiries.
• Ability to locate answers and escalate when needed.
• Skilled at directing users to alternate channels when required.
• Able to manage competing priorities with strong organization.
• Experience reporting and logging technical issues for teams.

Responsibilities

• Provides expert technical support for an application or suite of apps.
• Assists with systems integrations and maintains documentation.
• Manages ticketing system and maintains knowledge base of resolutions.
• Delivers regular trainings and creates maintenance plans.
• Produces reports for teams across the organization.

Skills

Help desk experience

Bilingual EN/FR

IVR software

Ticketing system

End-user support

Priorities management

Technical documentation

Analytical problem solving

Tools

Ticketing system

Knowledge base

Job description

Position: Application Support Specialist - Intermediate

Location: 315 Front Street, 11th Floor, Toronto, ON (Onsite)

Client: Public Sector

Type: Contract (Initial term of 12 month with possibility of extension)

Note: Need Bilingual both English and French

Responsibilities

Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software Provides technical support to teams within the organization, and to external clients when required

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

Manages coordination at a local and international level where required 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

Experience and Skill Set Requirements

Core Skills - 50%

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues, in both English and French, both over-the-phone and by written correspondence (e.g., email)
• 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
• 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
• 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

Communication Skills - 45%

• Advanced verbal and written communication skills, in both English and French
• 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
• Excellent analytical, problem-solving, and decision-making skills
• 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 escape 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