Application Support Analyst

Application Support Analyst

Reporting to the Application Support Manager, the Application Support Analyst provides front-line technical and business support for Ply Gem Canada business applications. This role will be responsible for taking calls and tickets from both internal users and customers and following them through to completion. The ideal candidate will have a passion for delivering high quality customer service, excellent communication skills, a good mix of technical skills and business process knowledge, and be able to work with little supervision in a complex environment.

Responsibilities include:

• Providing front-line support for the company's AccuQuote system as well as other applications as required.
• Creating system and user documentation for multiple applications and processes that is thorough, complete, professional, and easy to understand.
• Communicating to end users and business leaders about impending system changes.
• Providing technical support to internal end users as well as customers.
• Working with the Product Knowledge (PK) team to investigate and communicate issues related to PK.
• Performing application & PK testing and quality assurance for Ply Gem Canada business systems.
• Working directly with the third-party supplier of our AccuQuote system to resolve challenging issues.
• Meeting all performance and availability KPIs for application support.
• Monitoring the AccuQuote Support email mailbox.
• Administering various AccuQuote system settings and features.
• Providing user training where applicable.

Education:

• Degree/Diploma in Computer Science, or Information Technology or equivalent experience is preferred.

Experience:

• Minimum one year experience in a customer service or front-line support role required.
• Experience working in software development or information technology is preferred.
• Experience working in the home building or window & door industry strongly preferred.
• Prior experience in the roles of Application Support, Tech Support, I.T. Business Analyst or I.T. Quality Assurance is an asset.
• Experience with enterprise level software is an asset.
• Experience with working and interacting in a fast paced, time sensitive, data driven environment is preferred.
• Experience in the manufacturing industry is an asset.

Skills/Abilities:

• A passion for delivering excellent customer service.
• Excellent communication skills, both written and verbal.
• Strong organization and time management skills and the ability to work with little supervision.
• A talent for troubleshooting issues and finding creative solutions to unique problems.
• A desire for knowledge and the ability to learn new concepts quickly.
• Working knowledge of Microsoft Office products.
• Knowledge of Windows operating systems, basic computer hardware, and basic networking architecture an asset.
• The ability to work well as part of a team.

This is a temporary maternity coverage role with an anticipated duration of around 2 years. Hybrid schedule: in-office one day per week.

Ply Gem Canada is committed to an inclusive, equitable and accessible workplace. We encourage applications from all qualified candidates, including those with disabilities. We will accommodate applicants' needs, upon request, throughout all stages of the recruitment process.