Support Professional

Be the key in unlocking business opportunities in the convergent world of Open Platform IP Video Management Software! Join Milestone!

Milestone is looking for a skilled Support Professional to work in our Latin America Headquarters, which is located in beautiful Mexico City. Relocation assistance is not provided for this position. 

We are looking for someone who enjoys working with cutting-edge technology and helping individuals use it effectively. If you believe in using technology to enhance daily living, this is the place for you. The Technical Support Professional is typically the first point of contact with Milestone customers. Therefore, it has a key role in helping Milestone achieve its mission of delivering excellent customer experiences. The SP delivers responsive and reliable solutions to Milestone Partners by applying Milestone organization, services, and product knowledge. This position will report to our Manager, Technical Support.

As a Technical Support Professional, you play a key role in helping Milestone achieve its mission of delivering a great customer and partner experience. 

As part of an international support team, you will operate in a fast-paced, dynamic environment united in one common passion – to be the best. With the challenges you will face in this exciting role, there will be plenty of opportunities to grow personally and professionally.

As a Milestone Employee, YOU are the key to our success. Come join our dynamic international team and be a part of our rapidly growing, successful business.

Your Responsibilities:

• Dive deep into the functionality of Milestone Systems software, including installation processes, configurable features, under-the-hood architecture, overall performance capabilities, and connectivity to other systems.
• Read and review all available documentation for Milestone Software, including video tutorials, KB articles, user manuals, and forum posts, soaking up as much information as you can about Milestone software products.
• Use your love of technology, self-driven motivation, and genuine curiosity to ultimately become a subject matter expert in Milestone Systems software products.
• Make yourself available to help Milestone Systems customers by accepting and responding to customer support requests by phone, email, or chat promptly
• Resolve support requests for Milestone customers by combining your newfound knowledge of Milestone Systems software with your existing knowledge of modern IT concepts.   
• Deliver an excellent customer experience by maintaining a professional, courteous, and helpful attitude and keeping up-to-date knowledge of Milestone Systems products.
• Ensure that all relevant information related to the support case is accurately documented and recorded in the case management system
• Provide timely & accurate status updates to Milestone Systems customers, keeping them informed of the next steps necessary to resolve their issue
• Recognize support issues outside of your skillsets and escalate up the support chain promptly
• Represent customer expectations and pain points accurately to Milestone Systems management
• Inform customers of the appropriate support options that best fit the customer's needs while remaining vendor-neutral
• Other duties as assigned

Your Experience: 

• Must exhibit excellent English and Spanish communication skills, both in written and oral form (Bilingual). Trilingual in Portuguese is highly preferred! 
• Minimum 2 years of relevant work experience providing technical support for external clients 
• Experience with remote troubleshooting  
• Experience providing multichannel support, confident in providing support over the phone, email, chat, and in public forums 
• Is familiar with established troubleshooting methodologies for problem-solving 
• Is confident of own capabilities and believes that persistence and hard work yield results 
• Is open-minded & shares information with others 
• Gives and receives constructive feedback to strive for continuous self-improvement 
• Able to deal with conflicts in a constructive manner and can recover from dissatisfied customer situations  
• Conducts self with confidence and professionalism when speaking with all staff, from immediate peers to executive management  
• Associate or Bachelor's degree in Computer Science, Computer Information Systems, or similar preferred 
• Industry Certification(s) such as Microsoft MTA, CompTIA Network+ / Security + /Server + may be accepted in lieu of university degree 
• Ability to identify patterns and relationships among related technologies 
• Ability to break down complex technology concepts into simpler terms and articulate them in a manner that is easy to understand to an unfamiliar person 
• Ability to approach problems holistically, considering impact and risk to all involved stakeholders, when proposing a solution 
• Experience with Windows Server 2008/2012/2016 operating systems, including identification of performance bottlenecks and general knowledge of system architecture, such as running services and processes.  
• Experience with IPv4 networking, including diagnosis of common errors such as connectivity errors or network congestion 
• Experience with Microsoft SQL Server, including making backups and monitoring general database health  
• Experience with enterprise-level data storage technologies including RAID, NAS, SAN, iSCSI, Fibre Channel 

What Milestone Offers

We pay 100% of the health insurance premiums for our employees and their eligible dependents, with an affordable 2 UMAM deductible and 10% coinsurance with a cap of MXN $26,500. We also offer a fully paid life insurance policy. We offer employees paid vacation, sick, maternity, and paternity leave, as well as professional development, flexibility, and fitness reimbursement.