Support Agent (SLP Mexico)

Are you a great communicator with a technical edge? Are you eager to work in a fast pace environment and provide technical support to others? If so, we have a great opportunity for you! Survalent Technology is seeking for an experienced Support Agent- who enjoys working with people and is eager to learn and grow-to join our team.

This role will provide the first level of support to customers having difficulty using our SurvalentONE ADMS solution platform. The Support Agent will be responsible for understanding the customer issue, and analyzing log files in order to troubleshoot and resolve issues with the customer. If interested, please read on to learn more about 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:

• University Bachelor's degree in electrical engineering or a combination of education and experience in electrical engineering and/or information systems.
• New graduates with a university certification are welcome to apply.
• Excellent communication skills: Fluent English - Speaking and Writing.
• 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.
• 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.
• Problem solving skills and attitude with ability to think out of the box.
• Self-motivated and empathetic listening skills.

This is a full-time permanent position reporting to the Office Manager in Mexico and a dotted line reporting to the Manager of Customer Support based in our Canadian office. If this sounds like the right opportunity for you, 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.