Application Support Specialist – Intermediate
- Pay Rate: Flexible- Onsite
- Location: Toronto, Ontario
- Contract Length: 9 Months
We at Raise are hiring right now for one of our Clients. If you’re interested, apply below for your chance to join a great place to work.
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
General Skills:
- Experience providing expertise and technical knowledge about a specified application or suite of applications
- Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets as necessary
- Experience training end users on a variety of applications and creating documentation when necessary
- Experience responding to end-user requests by troubleshooting issues or questions regarding managed applications
- A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience
- Intimate knowledge of an organization’s computing systems
- Ability to explain complex ideas to those with limited IT and systems knowledge
- Exceptional verbal and written communication skills
- Listening ability and patience
- Extraordinary customer service and relationship management experience
- Critical thinking skills
Skills
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
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
Looking for meaningful work? We can help!
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/
In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 or hello@raiserecruiting.com