Application Support Specialist - Intermediate

Submit Bilingual candidates only

Mandatory in-person interview. No exemptions will be made.

Must Have

Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues

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

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

Advanced verbal and written communication skills (in both English and French for Bilingual agents)

Excellent analytical, problem-solving, and decision-making skills

Nice to Have

Experience and understanding of the public sector and government's role in providing services to the public

Experience and Skill Set Requirements

Bilingual agents

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 escalate 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

Non-bilingual agents

Core Skills - 50%

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues, 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
• 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 escalate 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

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