Application Support Agent

About the role

We are looking for an Application Support Agent to provide first‑level assistance to users of our internal platforms such as Viking, Garaganet, and the Viking tablet app. Working under the Director of Partner Pricing & Digital Product Support, you will handle simple requests, document issues, and ensure fast resolutions while collaborating with cross‑functional teams.

Key responsibilities

• Respond to basic user inquiries and minor technical issues via ticketing system, phone, and Microsoft Teams.
• Escalate complex problems to higher‑level support or relevant departments (IT, Pricing, Finance).
• Document all incidents accurately in Jira and maintain clear communication with users.
• Manage support tickets from creation to resolution, ensuring timely updates.
• Assist with data entry, system configuration, and initial setup for new partners, verifying data accuracy.

Required profile

• Experience in the garage‑door manufacturing industry (installation, distribution, or sales) is an asset.
• Strong ability to diagnose simple problems and recognize when escalation is needed.
• Quick learner of new technologies and systems.
• Excellent written and verbal English communication skills.
• Availability for day‑shift work, Monday‑Friday, until 9:00 PM Eastern Time.

Required skills

• Jira ticketing system
• Microsoft Teams

What we offer

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