Support Agent, User Service

**Career Opportunity > Support Agent, User Service (Remote)** **Do you have experience in telephone customer service and have a strong interest in IT? We have the perfect challenge for you** Do you love providing an exceptional customer experience? Do you have a facility with computers and like to help people understand better? Are you looking for a company in very good financial health, generous both in terms of salary and benefits? A modern company, with good technological tools and high-performance software that makes your work easier? A company that also offer teleworking? **Apply You will have all that at Garaga** **GARAGA, THE BENEFITS** **OF A LARGE COMPANY. THE** **SUPPORT OF A TIGHT-KNIT TEAM.** **THE BEST OF BOTH WORLDS** Strength in numbers and experience The Big Garaga Team is more than 1500 people, in 4 plants Barrie (ON), St-Georges (QC), Bemidji (MN), and Ponca City (OK) in the US. A Canadian family business that has been thinking big for over 40 years. Entrepreneurship at its best A corporate culture of generosity, respect, and recognition. **Why choose Garaga?** - A company in good financial health and with lots of growth - A dedicated and accessible team - A corporate culture of generosity, respect, and recognition - A company where you can grow - Competitive compensation and benefits - Atypical working hours - 100% remote - The opportunity to travel to meet our dealers across Canada and the United States (10 to 15 days / year). **What is Garaga?** - A large Canadian family-owned company and a leader in its industry. - A manufacturer of residential and commercial garage doors founded in 1983.  - 4 facilities: Barrie (ON), St-Georges (QC), Bemidji (MN), and Ponca City (OK). - More than 1,500 employees.  - Extensive network of dealers and business partners in Canada and the United States.   **Benefits provided by Garaga** - Group Insurance Plan - Medical and Paramedical Insurance - Disability Insurance - Life Insurance - Free Virtual Healthcare - Extensive Employee and Family Assistance Program (EFAP) - RSP Matching Program - Training courses - 2 Garaga clothing items per year **Key responsibilities of the Support Agent, User Service position (Remote)** - Respond to support requests from users who have questions or difficulties with the ERP software (Training will be offered to you internally to know and understand our tools) - Communicate with users and connect remotely to assist them in their support request and, if necessary, make a clear diagnosis and resolve the incident - Document requests and make the appropriate follow-ups - Work in collaboration with the IT team, the regional directors, and the finance team - Contribute to the continuous training of internal and external users - Participate in software implementation projects with our distributors (Occasional trips to our distributors to train teams) **Profile sought for the position of Support Agent User Service (Remote)** - Diploma in a related field - A minimum of 2 years experience in a telephone customer service position - Bilingual (work mainly in English) - Be willing to travel (planned travels, between 10 and 15 non-consecutive days/year). Our dealers are in Quebec, Canada, and the United States. - Be comfortable with telephone support - Have an analytical mind and a good sense of urgency and prioritization - Ability to listen and ask the right questions to identify the need or the problem - Good to make software knowledge accessible to everyone and show empathy - Be able to work in a computerized and constantly changing environment - Experience with ERP or Acomba type software: An asset - Experience is an asset more than a diploma **IMPORTANT**:Diversity. Inclusivity. Collaboration. Garaga is an Equal Opportunity Employer. **Job Types**: Full-time, Permanent **Benefits**: - Company events - Disability insurance - Employee assistance program - Extended health care - Life insurance - Wellness program Schedule: - 8 hour shift - Monday to Friday - No weekends **Experience**: - telephone customer service position: 2 years (required) **Language**: - English and French (work mainly in English) (required) Willingness to travel: - 25% (preferred) Work Location: In person