Help Desk Agent

1 week ago

Brampton, Canada Survalent Full time

**Help Desk Agent **(Bilingual Spanish/English)**

**Hybrid**

**Responsibilities**:

- Manage incoming valid support cases, routing them to support agents. Follow up for case closures when issues are resolved.
- Assist customers in support portal access grants/issues such as locating software version/documents to download on support portal.
- Maintain knowledge articles (created by support agent) for publishing on the support portal for customers to find frequently asked questions.
- Assist team lead customer support in moderation of the community forum.
- Administration of cases for support (and project team if required).
- Support the Onboarding and engagement deliverables
- Support online chat function in customer portal
- Other duties as required

**Core Competencies**:

- Ability to handle clients professionally during all interactions.
- Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members.
- Ability to interpret and provide instructions orally and in writing
- Must excel in a fast-paced environment where critical thinking and good administration skills are required for success.
- Ability to solve practical problems
- Innovative thinker who is positive, proactive, and readily embraces change.
- Excellent administration, organization, interpersonal and presentation skills
- Fluent in oral and written English
- Excellent telephone communication mannerism
- Must be able to work autonomously or as part of a local/remote team; supports and contributes to a cohesive overall organization
- Ability to establish and maintain effective working relationships with management, co-workers, staff at all levels, customers and outside contacts of diverse backgrounds while representing Survalent

**Education, Knowledge, & Skills**:

- Degree/Certificate in Administration, Information Technology, or related technical field
- Ability to speak Spanish is required
- A good understanding of web and forum (like a social media for work)
- Efficient organizing, task tracking and follow up skills.
- Excellent communications skills
- Excellent problem-solving skills

**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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