Application Support Agent

Career Opportunity as an Application Support Agent

Provide first-level support to users of our internal platforms as an Application Support Agent.

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 escape 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!

Benefits Offered by Garaga:

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

• 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

• 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

• 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

• 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 are committed to building and maintaining a diverse workforce where everyone feels valued, respected, and included.