Bilingual Application Support Specialist – Intermediate

ThoughtStorm Inc.; Toronto; On-site; CAD 52,000 - 68,000; Full time

Job summary

ThoughtStorm Inc. is seeking a Bilingual Application Support Specialist (Intermediate) to support a Child Care and Early Years digital tool used by service system managers, childcare operators and families in Toronto.

You will provide help desk support in English and French, troubleshoot IT and web/app issues, and guide non-technical users with clear instructions, while maintaining accurate support documentation and escalation when needed. An in-person interview is required.

Qualifications

• Advanced verbal and written communication skills in both English and French.
• Previous help desk experience supporting digital applications or websites.
• Ability to manage competing priorities and provide clear user guidance.

Responsibilities

• Provide help desk support to end users in English and French by phone and email.
• Troubleshoot IT, website, and application issues and escalate complex problems.
• Guide non-technical users with clear instructions and maintain support documentation.
• Coordinate with technical partners and program areas as needed.
• Maintain organized records and handle multiple requests with priority discipline.
• 5 days onsite in Toronto and participate in in-person interview.

Skills

Bilingual EN/FR

Customer service

Analytical thinking

Problem solving

Organizational skills

Decision making

Active listening

Empathy

Tools

IVR software

Help desk tools

Job description

• Seeking a Bilingual Application Support Specialist - Intermediate to support a new Child Care and Early Years digital tool used by service system managers, childcare operators, and families.
• Provide help desk support to end users in both English and French, resolving IT, website navigation, and application-related inquiries over the phone and via email.
• Demonstrate hands-on experience with Interactive Voice Response (IVR) software and digital tools for logging, tracking, and managing user inquiries.
• Troubleshoot application and website issues, identify solutions, and elevate complex technical problems to the appropriate support teams.
• Guide non-technical users, provide clear instructions, and refer inquiries to technical partners or relevant program areas when necessary.
• Possess excellent customer service, analytical, problem-solving, organizational, and decision-making skills, with the ability to manage competing priorities.
• Demonstrate strong active listening, empathy, and professionalism when handling challenging user situations, while maintaining accurate support documentation.
• Mandatory Requirements: Advanced verbal and written communication skills in both English and French, previous help desk experience, and experience supporting digital applications or websites.
• Work Arrangement: 5 days onsite in Toronto. A mandatory in-person interview is required, with no exemptions. Previous public-sector or government experience is an asset.