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Technical Support Specialist

2 months ago

Ottawa, Ontario, Canada March Networks Training Full time $70,000 - $80,000
Job Title: Level 1 Technical Support Specialist Job Summary: We are seeking a highly skilled and motivated Level 1 Technical Support Specialist to join our team at March Networks Training. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our customers, primarily in the Latin American region. You will work closely with our sales engineers, sales managers, and customers to resolve technical issues and provide exceptional customer service. Key Responsibilities: * Provide Level 1 technical support to customers via phone, chat, and email * Foster strong relationships with customers and sales engineers * Maintain accurate and timely records of customer communications in Salesforce * Investigate and characterize problems to reproduce customer issues in our lab * Perform remote diagnostics and occasional onsite troubleshooting to resolve customer issues * Participate in after-hours on-call rotations for 1-week durations * Create knowledge base articles to document solutions Requirements: * University degree in engineering or technology or college diploma * Minimum 1-2 years of relevant work experience * Excellent communication skills in English with the ability to communicate with customers in their preferred language * Proven customer service and business acumen * Prior experience in the security industry * Ability to adapt to a changing environment and handle multiple priorities Working Conditions: * Hybrid environment – 3 days onsite in Ottawa * Openness for potential travel is an asset * Must be fluent in Spanish serving our Latin American customers Salary Range: $70,000 – 80,000/year CAD plus a competitive benefits package Are you legally eligible to work for March Networks in the country this position is located? Yes No