Support Operations Agent

Support Operations Agent (Hybrid)

Mississauga, Ontario, Canada

Survalent is seeking a proactive and customer-focused Help Desk Agent to support customers and internal teams by managing support requests and ensuring efficient case resolution. This role involves assigning support cases, responding to inbound calls and email inquiries, processing software licensing requests, and assisting users with portal-related questions. The ideal candidate is organized, detail-oriented, and enjoys problem-solving while contributing to positive customer experience and smooth Support Operations. If you enjoy helping customers, solving problems, and ensuring smooth support operations, we’d love to hear from you!

What you will be doing:

Case Management and Monitoring

• Create, assign, categorize, and monitor support cases in Salesforce.
• Ensure cases are accurately documented, properly routed, and updated as required.
• Follow up on outstanding requests to support timely resolution and effective case management.

Phone and Email Support

• Answer inbound calls and respond to customer and internal inquiries professionally.
• Provide clear, timely, and helpful communication.
• Identify the nature and priority of requests and route them to the appropriate team when necessary.

Software Licensing Operations

• Process internal and external software licensing requests.
• Maintain accurate licensing records and ensure requests are handled in accordance with established procedures.
• Coordinate with internal teams to address licensing questions and resolve administrative issues.

Customer Portal Support

• Assist customers with portal access, navigation, and general portal-related inquiries.
• Provide basic guidance and escalate technical issues to the appropriate team when needed.

Documentation and Reporting

• Maintain accurate and complete records of customer interactions, case updates, and actions taken.
• Ensure support information is documented consistently in Salesforce and other relevant systems.

Support Operations and Process Improvement

• Support daily operational activities and collaborate with Support team members.
• Participate in special projects and process improvement initiatives as assigned.
• Contribute to improving the efficiency, accuracy, and consistency of Support Operations workflows.
• Comply with Survalent’ s ISO/IEC 27001:2022 Information Security Management System (ISMS) Policy.
• Comply with Survalent’ s ISO 9001:2015 Quality Management System (QMS) Policy.
• Other duties as required.

Core Competencies:

• Strong organizational and time-management skills.
• Excellent attention to detail and accuracy.
• Strong written and verbal communication skills.
• Customer-focused approach with patience, empathy, and professionalism.
• Ability to prioritize tasks, manage multiple requests, and follow established procedures.
• Strong problem-solving skills and willingness to learn.
• Ability to work collaboratively with cross-functional and international teams.

Education, Knowledge, Skills, and Abilities:

• Bachelor’s degree, College diploma or certificate in Business Administration, Communication, Information Technology, Computer Systems, or a related field is preferred.
• Previous experience in customer service, help desk, technical support, administrative operations, or a similar role is an asset.
• Experience with CRM or case management systems, particularly Salesforce, is an asset.
• Experience handling software licensing requests or coordinating operational workflows is an asset.
• Proficiency in Microsoft Office, particularly Outlook, Word, and Excel.
• Familiarity with Microsoft Teams and CRM or case management platforms.
• Ability to learn internal systems, software licensing procedures, and support processes.
• Excellent English communication skills.
• Spanish language proficiency is considered an asset.
• This is a full-time, hybrid position based in Mississauga and reporting to the Senior Support Manager. The salary range for this role is $50,000-$70,000. If your experience aligns with what we’re looking for and you’re interested in future opportunities with Survalent, we encourage you to submit your resume and cover letter by selecting the link: https://www.fitzii.com/apply/100852?s=li

About Us:

Survalent Technology Corporation is the leading provider of real-time smart grid management systems 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. We use AI tools to help streamline parts of our recruitment process, but every application is reviewed by a member of our team. 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.