Application Support Specialist – Intermediate

Tasks

• Provide help desk and application support to end users via phone and email.
• Troubleshoot website, software, and IT-related issues.
• Work with Interactive Voice Response (IVR) systems and digital inquiry-tracking tools.
• Log, track, prioritize, resolve, and escalate support tickets.
• Coordinate with technical teams to resolve complex application issues.
• Explain technical solutions clearly to non-technical users.
• Maintain support documentation, knowledge bases, and resolution records.
• Deliver user guidance and provide exceptional customer service.

Requirements

• Demonstrated experience in a help desk or application support role.
• Experience supporting digital systems, websites, or software applications.
• Hands-on experience with IVR software and digital tools for tracking inquiries.
• Strong troubleshooting, analytical, problem-solving, and decision-making skills.
• Experience documenting issues, managing tickets, and escalating complex incidents.
• Excellent verbal and written communication skills.
• Ability to manage competing priorities while remaining calm and professional.
• Strong customer service, active listening, and stakeholder communication skills.
• For bilingual positions: Advanced verbal and written proficiency in both English and French is mandatory.
• Nice to Have: Experience supporting public-sector services or working with government-related programs.

Schedule

• Onsite – 5 days per week
• Contract Duration: 13 months

Pay

• INC Rate: $35–$40/hour

Location

• Toronto, Ontario, Canada