Application Support Agent

Garaga inc.; Canada; Hybrid; CAD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive hourly salary

Disability and life insurance

Extended health care benefits

On-site parking

Paid time off allowance

Job summary

Garaga inc. is hiring an Application Support Agent to provide first-level support for internal platforms. You will respond to user requests, document issues, and escalate when necessary.

The role requires excellent communication skills in English, with French being beneficial. The position offers flexibility in work location, including remote options, and a focus on thorough documentation.

Qualifications

• Experience in the garage door manufacturing industry is an asset.
• Ability to diagnose simple problems and escalate complex cases.
• English fluency required; French is an asset.

Responsibilities

• Provide first-level support to users of internal platforms.
• Escalate complex issues to higher support levels.
• Ensure accurate documentation of issues in the ticket management system.
• Maintain clear communication with users.
• Process and manage support tickets through Jira.

Skills

Time management

Thoroughness

Basic knowledge of ticket management systems

English fluency

French language skills

Tools

Jira

Job description

Do you have a strong interest in customer service and hands‑on experience in application support? Can you break information down so any user understands it, while just as comfortably discussing desired improvements with the relevant teams across departments? We have 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 elevate 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.

The Benefits Offered by Garaga:

• Competitive hourly salary (based on experience)
• Disability and life insurance coverage
• Extended health care benefits
• On‑site parking facilities
• Paid time off allowance

Job Summary:

• Start date: As soon as possible
• Number of positions to fill: 2
• Salary: To be discussed
• Employment status: Permanent
• Remote/On‑site: Remote or hybrid, depending on your location and the availability of a partner office nearby; occasional travel as needed
• Work location: Western Canada preferred (to align with the schedule below)
• Work schedule: Full‑time, day shift, Monday to Friday — must be available until 9:00 PM Eastern Time

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
• Ability to diagnose simple problems and recognize when to elevate 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
• Basic knowledge of ticket management systems (Jira or similar)

Skills Sought for the Application Support Agent Position:

• Good time and priority management
• Thoroughness and rigor: following structured processes to ensure that each step is completed with care and accuracy