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Application Support Agent

Garaga -
Alberta

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Détails du poste

Permanent | Temps plein

Profil recherché

Jira
Français
Service à la clientèle
Anglais
Priorisation des tâches
Systèmes de gestion de billets
Saisie de données
Gestion des escalades
Compétences en communication
Centre d'assistance

Description complète du poste

An application bug doesn't scare you; it intrigues you. You have experience in application support and you're the type who digs until you find the "why," calmly guides a user over the phone, and documents everything with care. Structured, curious, and able to stay on track when everything comes in at once? We've got the perfect challenge for you!

Under the supervision of the Director, Partner Pricing & Digital Product Support, you provide first-level support to users of our internal platforms (Viking, Garaganet, Viking tablet app, etc.) via the ticketing system, phone, and Teams. You handle simple requests and escalate them to more advanced support levels when needed. You also ensure accurate documentation of the issues encountered and help deliver fast, effective solutions to users. Ideally, you also have experience in the garage door manufacturing industry (e.g., installation, distribution, or sales). You must be available to work a day shift, Monday to Friday, until 9:00 PM Eastern Time. Sound like you? Apply!

The Benefits Offered by Garaga:

Competitive hourly salary (based on experience);
Comprehensive dental care coverage;
Disability and life insurance coverage;
Extended health care benefits;
Paid time off allowance.

Key Responsibilities of the Application Support Agent:

The Application Support Agent provides first-level support to users of our internal platforms and ensures that their requests are resolved quickly and thoroughly documented.

First-level support: Respond to simple user requests (information requests, minor issues);
Escalation of complex issues: Escalate more complex issues to higher support levels or to the relevant team (e.g., IT, Pricing, Finance);
Documentation: Ensure accurate documentation of issues in the ticket management system (Jira);
Communication: Maintain clear and professional communication with users in order to quickly resolve their requests;
Ticket management: Process and manage support tickets through Jira, ensuring that issues are documented and resolved promptly;
Data entry and configuration: Assist with various projects involving data entry (e.g., system configuration, initial setup of a new partner) and validate the accuracy of the data entered.

Qualifications Required for the Application Support Agent Position:

Experience in the garage door manufacturing industry (installation, distribution, or sales), an asset;
Basic knowledge of ticket management systems (Jira or similar);
Ability to diagnose simple problems and recognize when to escalate more complex cases;
Ability to quickly learn new technologies and systems;
English: Perfect written and verbal command, required to support users across Canada and the United States;
French language skills, both verbal and written, are an asset.
Must be available to work a day shift, Monday to Friday, until 9:00 PM Eastern Time.

Skills Sought for the Application Support Agent Position:

Excellent communication skills;
Good time and priority management;
Thoroughness and rigor: following structured processes to ensure that each step is completed with care and accuracy.

Garaga is an equal opportunity employer and applies an employment equity program for women, Indigenous peoples, visible minorities, and persons with disabilities. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included.

GARAGA — THE BEST OF BOTH WORLDS!

Garaga is a growing family business. To help us achieve our goals, we are always looking for passionate people to join our company.

For more than 40 years, we have been manufacturing garage doors that meet the highest standards in the industry. We are recognized for the reliability and quality of our products, as well as for the impeccable service provided by our employees.

The company is headquartered in the greater Beauce region and operates in the manufacturing sector across North America. It enjoys an enviable reputation in its industry and maintains a sustained pace of growth, with the recent acquisition of its 2nd plant in the United States — 4 plants in North America.

Perfectly small

To give you all the challenges, latitude, and potential impact you are looking for. The co-presidents are young, think big, and give themselves the means to achieve their ambitions. Our IT team is made up of 20 technology enthusiasts — your new colleagues. They will be there to support you and help you settle in.

A team open to your ideas: Absolutely! We have created our own applications and have been improving them since 1996. Yes, really! Garaga saw the game-changer coming and has been investing in talent like you for just as long. We are curious. We are forward-thinking. We like to discover new ideas and best practices before everyone else.

Perfectly big

A solid company that has been thinking big for more than 40 years and has more than 1,700 employees.

Why Choose Garaga:

Strong financial health and significant growth
A dedicated and accessible team
A corporate culture of generosity, respect, and recognition
Flexible schedules and remote work
Competitive compensation and benefits

Garaga is:

A large company and a leader in its industry
A manufacturer of residential and commercial garage doors founded in 1983
4 facilities: St-Georges (QC), Barrie (ON), Ponca City (OK), and Bemidji (MN)
More than 1,700 employees
A large network of retailers and business partners in Canada and the United States

https://www.garaga.com/ca/job-offer/application-support-agent

Diversity. Inclusivity. Collaboration. Garaga is an Equal Opportunity Employer.

Benefits:

Dental care
Disability insurance
Extended health care
Life insurance

Work Location: Hybrid remote in Alberta

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