Application Support Specialist

ThoughtStorm; Toronto; On-site; CAD 45,000 - 65,000; Full time

Job summary

ThoughtStorm is seeking an experienced Application Support / Help Desk Specialist to provide front-line support for a public sector digital platform in Toronto. The role involves assisting end users by phone and email, troubleshooting issues, and logging inquiries using IVR and ticketing tools.

Two of the four openings require bilingual English/French capabilities and the position is five days onsite with a mandatory in-person interview.

Qualifications

• Experience in Help Desk / Application Support.
• Able to log and track inquiries using IVR/ticketing tools.
• Bilingual English/French required for two of the four openings.
• Onsite role in Toronto with in-person interview.

Responsibilities

• Provide front-line support for a public sector digital platform via phone and email.
• Troubleshoot application/website issues and escalate complex problems to appropriate teams.
• Log, track, and manage inquiries to ensure timely resolution.
• Explain technical information clearly to non-technical users and maintain organized records.

Skills

Help Desk

Customer Service

Communication

Analytical Thinking

Troubleshooting

Problem Solving

IVR Systems

Tools

IVR platforms

Ticketing tools

Job description

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 elevate 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

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