Bilingual Application Support Specialist – Intermediate

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 escalate 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.

Interested bilingual candidates who meet the requirements are encouraged to apply.