Support Agent

Survalent is a software company that provides advanced distribution systems to the utility and energy industry. They are looking for a Support Agent to provide first level support to customers experiencing difficulties with the Survalent ADMS solution platform. The role involves managing support cases, troubleshooting communication issues, and providing remote support services.

Responsibilities

• 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

Skills

• 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
• Well versed with Microsoft Windows (both Server and PC level) and office applications
• Knowledge of Microsoft SQL Server and IIS
• Strong multi-tasking ability
• Excellent communication skills: Fluent English- Speaking and Writing
• Problem solving ability and attitude with ability to think out of the box
• Self-motivated and empathetic listening skills
• 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 and Distribution Networks is considered an asset
• Knowledge of APIs and Microsoft Azure are considered an asset

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