Technical Support Agent

Job Description

Job Description

Technical Support Agent (Hybrid) Brampton If you’re passionate about delivering top-notch 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 and energy industry. We are looking for a Technical Support Agent that will provide first level support to customers who are experiencing difficulties with the Survalent ADMS solution platform. Here are some key aspects of the position. What You’ll be Doing :

• Manage support cases from start to finish by providing advice and assistance (via email or phone)
• 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 in Electrical Engineering, Computer Engineering, Mechatronics, Electronics and Communications, or a similar discipline.
• Effective English communication skills, both written and verbal.
• Customer focus with ability to work under pressure.
• Good understanding of TCP / IP network communication.
• Microsoft Windows Proficiency (both Server and PC level)
• Knowledge of Microsoft SQL Server and IIS.
• Technical Support / Customer service experience is considered an asset.
• Experience with SCADA (Utility / Process) and OMS / DMS is considered an asset.
• Knowledge of Power Engineering, Distribution Networks is considered an asset.
• Strong multi-tasking ability.
• Problem-solving skills- ability to think out of the box.
• Self-motivated and empathetic with good listening skills. 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 800 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.