Technical Support Agent

6 days ago

Brampton, Canada Survalent Full time

**Support Agent (Hybrid)**

Survalent is looking to recruit a motivated individual to join our Support Agent Team. If you’re passionate about delivering exceptional customer service and are looking to expand your technical skills, then we have the right opportunity for you The Support Agent will provide first level support to customers having difficulty using our SurvalentONE ADMS solution platform. This role will be responsible for understanding customer issues, analyzing log files, configuring settings, and other information to troubleshoot and monitor the status of the support cases until resolved.

If you enjoy working with people and are eager to learn and grow, then this is a great opportunity for you Please read on to learn more about the position.

**What You’ll be Doing**:

- Advise and assist to solve problems related to Survalent software or escalate to the appropriate personnel.
- Provide remote support services to customers for software configuration, software upgrades, database editing, graphics development, and other similar tasks.
- Troubleshoot communication issues between SCADA and end devices.
- Create Knowledge Articles from Support issues observed.
- Provide support services to internal employees with technical problems
- Be on call for after-hours support in rotation with other Support team members.
- Other duties as required.

**What You’ll Need**:

- Bachelor’s degree, diploma or a combination of education and experience in electrical engineering and/or information systems.
- Good understanding of TCP/IP network communication
- Knowledge of Microsoft SQL Server and IIS
- Experience with SCADA (Utility/Process) and OMS/DMS is considered an asset
- Experience in a Technical Support/ Customer service role is considered an asset
- Knowledge of Power Engineering, Distribution Networks is considered an asset
- Strong multi-tasking ability
- Excellent communication skills: Fluent English
- Speaking and Writing
- Problem solving skills and attitude with ability to think out of the box
- Self-motivated and empathetic listening skills
- Customer focus with ability to work under pressure

**About Us**:
Survalent Technology Corporation is the leading provider of real-time smart grid management system for enabling visualization, optimization, and improved operations for utilities. For six decades, we have helped more than 700 utilities use operational data to increase reliability, efficiency, and customer service. With our proven and reliable SCADA (Supervisory Control and Data Acquisition), Distribution Management System (DMS), Outage Management System (OMS), and Substation Automation (SA) solutions, utilities transform data into actionable intelligence. We partner with utilities across the globe to create mission critical solutions that will achieve the promise of the Smart Grid.

**Survalent values a diverse workplace and strongly encourages women, people of all races, color, creed, ancestry, ethnic origin, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, marital status, family status, and those with disabilities to apply. Survalent is an equal opportunity employer. We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs.**

While we appreciate the interest of all applicants, only those selected for an interview will be contacted.

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