Technical Support Specialist

2 months ago

Ottawa, Ontario, Canada March Networks Training Full time $70,000 - $80,000
Job Summary:

March Networks Training is seeking a highly skilled Technical Support Specialist to join our team in Ottawa, ON. As a Technical Support Specialist, you will be responsible for providing Level 1 Technical Support to our customers primarily in the Latin American region.

Key Responsibilities:

• Provide technical support to customers via phone, chat, and email
• Foster trust and build strong relationships with customers and sales engineers
• Maintain a high level of professionalism and manage customer expectations under multiple scenarios
• Adapt quickly to changing priorities and work closely with other teams to drive solutions for issues
• Provide RMA services for March Networks hardware
• Maintain accurate and timely records of all customer communications in Salesforce
• Investigate and characterize problems to reproduce customer issues in the March Networks 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 to 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
• Strong analytic and troubleshooting skills

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

What We Offer:

• Competitive salary range: $70,000 – 80,000/year CAD plus a competitive benefits package
• Opportunity to work with a growing global technology company
• Professional development opportunities to advance your career
• Flexible work environment with a healthy work-life balance

How to Apply:

March Networks Training is an equal opportunity employer and supports a diverse workforce. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Applicants can make their accommodation needs known to us in their cover letter.

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