Technical Support Agent Jobs

Technical Support Agent (Hybrid)

Brampton

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! Survalent is software company that provides advanced distribution systems to the utility/ energy industry. We are looking for a Technical Support Agent that will provide first level support to customers having difficulty using our Survalent 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. If interested, please read on to learn more about the position.

What You’ll be Doing:

• Be on call for after-hours support in rotation with other Support team members.
• Create Knowledge Articles from Support issues observed.
• Troubleshoot communication issues between SCADA and end devices.
• Other duties as required.
• 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.
• Manage support cases from start to finish by providing advice and assistance (via email or phone)
• Provide support services to internal employees with technical problems.

What You’ll Need:

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

This is a full-time permanent position reporting to the Manager of Customer Support. We offer a very competitive compensation package which includes excellent benefits and a profit-sharing plan. If interested, please apply with your cover letter and resume.

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.