About the job

Our Client is seeking experienced Application Support Specialists to provide front-line technical and application support for digital systems and websites. The successful candidates will support end users, troubleshoot IT and website-related issues, manage inquiries and tickets, escalate complex technical issues, and communicate resolutions clearly to non-technical users.

Key Responsibilities

• Provide application and technical support for digital systems, websites, and related applications.
• Respond to end-user inquiries over the phone and through written correspondence such as email.
• Troubleshoot IT, website, and application-related issues and provide timely resolutions.
• Manage and update ticketed inquiry systems, ensuring all issues and resolutions are properly documented.
• Work with IVR software and other digital tools used to track and manage inquiries.
• Escalate complex technical issues to appropriate technical teams or program areas.
• Communicate technical findings and resolutions clearly to non-technical users.
• Maintain technical documentation, procedures, troubleshooting guides, and knowledge-base content.
• Support application integrations, upgrades, maintenance activities, and system changes.
• Refer users to alternate support channels where appropriate.
• Develop reports and provide updates on recurring issues and support activity.
• Deliver user guidance and training where required.
• Manage competing priorities while maintaining high standards of customer service.
• Work collaboratively with technical teams, program areas, and business stakeholders.
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Must Have Skills

• Demonstrated help desk or application support experience.
• Experience supporting end users with IT, website, or application-related issues.
• Experience providing support by phone and written correspondence.
• Experience working with Interactive Voice Response (IVR) software.
• Experience using digital tools or ticketing systems to track inquiries and resolutions.
• Experience supporting digital systems or websites.
• Strong troubleshooting and technical problem-solving skills.
• Ability to identify when an issue requires escalation to technical teams.
• Ability to communicate technical findings to non-technical users.
• Strong organization skills with experience properly logging and tracking inquiries.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong customer service and relationship-management skills.
• Ability to manage multiple priorities and meet deadlines.