Technical Support Specialist
3 days ago
March Networks is seeking a highly skilled and motivated Level 1 Technical Support Specialist to join our Ottawa team. As a key member of our technical support team, you will be responsible for providing exceptional customer service and technical support to our customers in the Latin American region.
Key Responsibilities:- Provide Level 1 technical support to customers via phone, chat, and email
- Foster strong relationships with customers and sales engineers
- Manage customer expectations and maintain a high level of professionalism
- Adapt quickly to changing priorities and work closely with other teams to drive solutions
- Provide RMA services for March Networks hardware
- Maintain accurate and timely records of customer communications in Salesforce
- Investigate and characterize problems to reproduce customer issues in the March Networks lab
- Perform remote diagnostics and occasional onsite troubleshooting
- Participate in after-hours on-call rotations
- Create knowledge base articles to document solutions
- 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
- Experience with digital video recorders and CCTV surveillance technologies
- Experience with analogue and IP cameras
- Active Directory administration and troubleshooting
- VMWARE administration and troubleshooting
- CompTIA A+ or related certification
- Cisco CCNA or related certification
- Microsoft certification
March Networks 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. Salary range: $70,000 – 80,000/year CAD plus a competitive benefits package.
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