Level 1 Technical Support Specialist - Mexico

At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you’ll enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. You’ll be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world. At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other.

Opportunity :

You will be part of our support team providing Level 1 Technical Support to March Networks Customers primarily in the Latin American region. You will become an expert with our exclusive suite of Digital Video Recorders, Cameras and Video Management Software, and will be integral to our customers’ satisfaction. Your exemplary communication skills, eagerness to master new technologies, and enthusiasm to support our market leading products will make you the ideal candidate.

Duties and Responsibilities :

• Provide Level 1 Technical Support to March CSPs, End Customers, Incident Investigators, Sales Engineers, and Sales Managers 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 and frequently to changing priorities as Critical Customer issues occur and work closely with other teams to drive solutions for issues
• Provide RMA (return material authorization) services for March Networks hardware
• Maintain accurate and timely records of all Customer communications in Salesforce
• Investigate and characterize problems in an attempt to reproduce Customer problems in the March Networks lab applying product knowledge, problem characterization techniques, and log analysis
• 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
• Develop expertise and maintain strong analytic and troubleshooting skills with March Networks recorders, encoders, cameras, and third-party cameras
• Develop expertise and maintain strong analytic and troubleshooting skills with March Networks software and firmware
• Develop expertise and maintain strong analytic and troubleshooting skills with third party software and technologies

Working Conditions :

Qualifications :

Assets :

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. Applicants can make their accommodation needs known to us in their cover letter.

Please note March Networks does use AI as part of the recruitment process.