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Lead Technical Support Specialist
2 months ago
Lead Technical Support Specialist (Hybrid)
Are you dedicated to providing exceptional customer support and eager to enhance your technical expertise? Survalent, a software innovator in the utility and energy sector, is seeking a Lead Technical Support Specialist to deliver first-rate assistance to clients encountering challenges with the Survalent ADMS solution platform. Below are the primary responsibilities associated with this role.
Key Responsibilities:
- Oversee support inquiries from initiation to resolution, offering guidance and assistance through various communication channels.
- Assist in troubleshooting issues related to Survalent software or escalate to the relevant teams as necessary.
- Deliver remote support for software configuration, upgrades, database management, graphics creation, and similar tasks.
- Diagnose communication problems between SCADA systems and connected devices.
- Develop Knowledge Articles based on support challenges encountered.
- Provide technical assistance to internal staff facing issues.
- Participate in after-hours support on a rotational basis with fellow team members.
- Perform additional duties as required.
Qualifications:
- Bachelor's degree in electrical engineering or a relevant combination of education and experience.
- Strong proficiency in English communication, both written and verbal.
- 3-5 years of experience in automation/control systems roles.
- Background in Technical Support or Customer Service.
- Solid understanding of TCP/IP networking.
- Proficient in Microsoft Windows (Server and PC levels).
- Familiarity with Microsoft SQL Server and IIS.
- Experience with SCADA (Utility/Process) and OMS/DMS is advantageous.
- Knowledge of Power Engineering and Distribution Networks is a plus.
- Customer-oriented with the ability to perform under pressure.
- Strong multitasking capabilities.
- Effective problem-solving skills with a creative approach.
- Self-driven with excellent listening skills.
This full-time permanent position reports to the Customer Support Manager. Survalent offers a competitive compensation package, including comprehensive benefits and a profit-sharing plan.
About Survalent:
Survalent Technology Corporation is a premier provider of real-time smart grid management systems, enhancing visualization, optimization, and operational efficiency for utilities. For over sixty years, we have empowered more than 700 utilities to leverage operational data for improved reliability, efficiency, and customer satisfaction. Our trusted SCADA, Distribution Management System (DMS), Outage Management System (OMS), and Substation Automation (SA) solutions enable utilities to transform data into actionable insights. We collaborate with utilities worldwide to develop mission-critical solutions that fulfill the promise of the Smart Grid.
Survalent is committed to fostering a diverse workplace and encourages individuals from all backgrounds to apply. We are an equal opportunity employer and are dedicated to providing accommodations for persons with disabilities.
We appreciate the interest of all applicants; however, only those selected for an interview will be contacted.
