Your team's dynamic:

The role of the Dedicated Client Care Specialist is to act as the dedicated liaison between Genetec and a defined subset of key customers. Your main responsibility is to provide best of class Technical Support either by email, phone or onsite at the customer's premises across all of Genetec's product lines (Video Surveillance, Access Control & LPR).

You must maintain strong professional relations with your customer group and possess in depth knowledge of each of your assigned customer's environments in order to provide professional and prompt technical assistance. You must have extensive knowledge of Genetec products and troubleshooting techniques as well as strong analytical, communication and organizational skills.

Your day at a glance:

Respond to customer technical issues received directly by phone and email

Document all customer issues in the Genetec CRM, Clarizen and dedicated client SharePoint site

Ensure that all reported incidents are addressed according to Genetec's SLA

Provide periodic management review conference calls with each strategic account

Provide yearly on-site or remote system assessment for assigned strategic customer accounts

Conduct regular proactive system diagnostic of clients' system and follow-up with a complete diagnostic report

Escalate customer related issues through proper channels

Participate in Field Engineering, Solution Architect or Project Management teams as part of a career development plan

Write technical documentation and articles

What makes you a great fit:

Bachelor's degree in Computer Sciences, Computer Engineering, Electrical Engineering or equivalent experience

Fluent in French and English, both verbal and written (this role requires interaction with our international collaborators and customers)

Excellent written and verbal communication skills

Excellent knowledge of Genetec products with at least 1 year experience supporting Genetec products

Possess strong analytical and troubleshooting skills in both hardware and software

Able to multitask, work iteratively and adjust priorities of work

Votre expertise technique:

Excellent knowledge of Windows 8 and 10 & Windows server

Excellent knowledge of networking principles and the IP protocol

Experience with PC configuration and troubleshooting on Windows operating system

Experience with networking equipment configuration and troubleshooting

An asset if you have:

Knowledge of Spanish or other languages

Experience working with SQL databases

MCSE and/or CCNA certification

Let's talk perks!

Attractive compensation package with 401K match

Training Tuition Reimbursement Program

Work-life balance with a flexible working schedule

We know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us!

Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.

Genetec

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Dedicated Client Care Specialist