Technical Support Agent
Calgary, Alberta•Full-time
About the Job
Our dynamic client provides compressed air solutions to numerous businesses in North America and is looking for a Technical Support Agent to help with their growing business. The successful candidate will be responsible for monitoring alarms/notifications, troubleshooting and escalating concerns when necessary, documentation of procedures and ensuring timely resolution while delivering excellent customer service. This is a work from home position with an occasional trip to the worksite.
Responsibilities:
- Respond promptly to alarms, emails, and calls received through monitoring platforms or answering services, taking appropriate action in accordance with established procedures.
- Perform basic remote operational tasks based on site-specific instructions and operational guidelines.
- Adhere to standard operating procedures (SOPs) to ensure consistent and efficient service delivery.
- Identify procedural gaps, unclear alarm mappings, and recurring system issues, and escalate findings for continuous improvement initiatives.
- Prepare and communicate clear, concise handoff reports for technicians and management regarding ongoing incidents and operational updates.
- Deliver professional, courteous, and customer-focused service at all times.
- Maintain accurate and detailed documentation of all interactions, communications, incident outcomes, and actions taken in compliance with company policies and procedures.
- Assist with KPI tracking, reporting, and operational performance monitoring.
- Maintain up-to-date knowledge of company systems, tools, and support procedures.
- Attend and actively participate in departmental meetings and training sessions; provide peer support, mentoring, and training as required.
Requirements:
- High school diploma or equivalent, with 1–3 years of customer service experience.
- Experience with ticketing systems, alarm monitoring platforms, or operational support tools is considered an asset.
- Strong written and verbal communication skills.
- Proficiency in Microsoft Office applications.
- Flexibility to work rotating day and night shifts, including weekends and holidays.
- Strong attention to detail, critical thinking, and the ability to make timely decisions in a fast-paced environment.
- Valid driver’s license and access to a reliable vehicle for site visits.
- Reliable home internet connection (Cable, DSL, or Fiber required).
- Company phone and laptop will be provided.
If this sounds like the opportunity you have been looking for – apply today! This is an immediate hire!
About Equation Staffing Solutions
Equation Staffing Solutions is a successful, award-winning Calgary based staffing and recruitment agency specializing in the placement of candidates on a temporary, contract or permanent basis. The industries we serve include oil and gas, warehousing & transportation, finance & accounting, banking, health care, educational institutions, engineering & technology, manufacturing, construction, agriculture and all levels of government. The job families we place people in comprise of general office & admin support, human resources, customer support, warehousing, trades, machine operators, production, accounting, records management, business management & information management.