Product Support Specialist

3 weeks ago


Québec, Canada Genetec Full time

**The team**:
The Product Support Specialist will work as part of a dynamic team providing Genetec's customers with best-in-class technical assistance for the Omnicast (Video) products. They will utilize their technical troubleshooting skills to resolve product-related issues received by phone, online portal, or online chat. They will be part of a collaborative team and play a key role in Genetec's commitment to create a positive experience for all our customers.

Through a comprehensive onboarding process, your experienced colleagues and team leader will guide and coach you to achieve success in your new role.

**What your day will look like**:

- Handle incoming calls, online tickets, and chats.
- Understand, analyze, and troubleshoot customer technical issues varying in complexity
- Build and use virtual environments to train, test, and replicate customer environments and reproduce issues
- Properly document all customer issues and interactions in our CRM
- Ensure that all reported incidents are resolved in accordance with Genetec's SLA
- Collaborate with team members and Software Delivery Specialists
- Escalate unresolved issues when needed

**About you**:

- Excellent communication skills in English and French, additional languages an asset
- Have sound judgement and capability of making decisions under pressure
- Technical degree (DEC), certification in IT/Electronics, or equivalent business experience
- Excellent analytical and troubleshooting skills
- Ability to work in fast paced environments with professionalism and confidence
- Willingness to work on shift rotation until 8:00pm and holidays (as required)

**Technical Requirements**:

- Networking principles and clear understanding of TCP, IP, and UDP protocol stack
- MS SQL Databases (structure and queries)
- Microsoft Windows Servers and Windows Sysinternals Utilities
- Ability to troubleshoot hardware
- Experience working with Active Directory
- Packet sniffing tools (ex. Wireshark)

**Great if you have**:

- Experience with IP Video surveillance technology
- Comptia A+, Network+, Security+, CCNA, CCNP certifications are an asset
- MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications
- Knowledge of PowerShell and C# and programming
- Knowledge Unix Kernel and commands
- 2+ years experience in IT/technical troubleshooting or technical support environment

**Let's talk perks**:

- Attractive compensation package
- Training Tuition Reimbursement Program
- Subsidized meals in our amazing Bistro (Les Cordons Bleus)/Virtual cooking classes
- Work-life balance with a flexible working schedule
- Free, unlimited coffee
- Private, free parking for all employees
- Onsite fitness facility with personal trainer/Virtual exercise classes

Would you like to know what it looks like to work at Genetec? Click on the following link to find out for yourself Genetec Culture
- **L'équipe**:
Le spécialiste-conseil technique travaillera au sein d’une équipe dynamique composée de gens brillants qui offrent à la clientèle de Genetec un soutien technique hors pair pour les produits Omnicast (vidéo). Il mettra à contribution ses capacités en dépannage technique pour répondre aux questions des clients concernant les produits, qui lui seront adressées par téléphone, sur le portail en ligne ou par clavardage. Il fera partie d’une équipe qui travaille dans un esprit de collaboration et qui prend une part importante dans la réalisation de l’engagement de Genetec qui consiste à créer une expérience positive pour chacun de ses clients.

Grâce à un processus d’intégration complet, vos collègues et votre chef d’équipe expérimentés vous encadreront pour vous aider à réussir dans votre nouvelle mission.

**À quoi ressemblera votre journée**:

- Comprendre, analyser et résoudre les problèmes techniques des clients, dont la complexité varie
- Bâtir et se servir d’un environnement virtuel pour former, faire des essais et répliquer les environnements des clients et reproduire les problèmes
- Consigner correctement tous les problèmes et interactions avec les clients dans notre système de gestion de la relation client
- S’assurer que tous les incidents signalés sont résolus conformément à l’accord de niveau de service de Genetec
- Collaborer avec les membres de l’équipe et les spécialistes en livraison de logiciels
- Remonter les problèmes non résolus au besoin

**Votre profil**:

- Excellentes compétences en communication en français et en anglais, d’autres langues étant un atout
- Avoir un bon jugement et être capable de prendre des décisions dans la contrainte
- Diplôme technique (DEC), certification en informatique ou électronique ou expérience de travail équivalente
- Excellentes compétences analytiques et en résolution de problèmes
- Capacité à travailler dans un milieu au rythme effréné tout en agissant avec professionnalisme et confiance
- Volonté de travailler en rotati



  • Québec, Canada Coveo Solutions inc. Full time

    At Coveo, our Technical Support team is on a mission to transform every situation into an enriching experience, one interaction at a time, so that Coveo employees, partners and customers can strive towards their desired outcomes.  If this resonates with you, please read on. The mission Coveo Support is not your typical call center image that you might...

  • IT Support Specialist

    1 month ago


    Québec, Canada GROUPE CORWIK Full time

    **Responsibilities** - Support add/move/change requests - including desktops/laptops/MACs, network/label printers (SATO), phones and other peripherals. - Perform regular clean-up of computer users’ accounts in Active Directory and Distribution Lists. - Leading investigations/troubleshooting when a problem does not yet have known mitigations or solutions,...


  • Québec, Canada MNP Full time

    Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change. Make an impact to our client focused teams as an Applicant Support Specialist. This diverse team of specialists work as trusted advisors to support and utilize MNP’s...


  • Québec, QC, Canada Hitachi Vantara Corporation Full time

    Description Product Sales Specialist LOCATION: Remote, Canada GENERAL DESCRIPTION The Product Sales Specialist is responsible for creating and supporting business for HTC’s microscopy and analytical product portfolios. Specific responsibilities include sales opportunity prospecting and management, performing product demonstrations and customer...


  • Québec City, Canada HITACHI HIGH-TECH CANADA, INC. Full time

    Description : Product Sales Specialist LOCATION: Remote, Canada GENERAL DESCRIPTION The Product Sales Specialist is responsible for creating and supporting business for HTC’s microscopy and analytical product portfolios. Specific responsibilities include sales opportunity prospecting and management, performing product demonstrations and customer...


  • Québec City, Canada Coveo Full time

    At Coveo, our Technical Support team is on a mission to transform every situation into an enriching experience, one interaction at a time, so that Coveo employees, partners and customers can strive towards their desired outcomes. If this resonates with you, please read on.  The mission Coveo Support is not your typical call center image that you...


  • Québec, QC, Canada Hitachi Automotive Systems Americas, Inc. Full time

    The Product Sales Specialist is responsible for creating and supporting business for HTC’s microscopy and analytical product portfolios. Specific responsibilities include sales opportunity prospecting and management, performing product demonstrations and customer training, coordinating pre-sales (marketing) and post-sales (support) initiatives, and...

  • Customer Experience

    2 weeks ago


    Québec, Canada Linen Chest Full time

    Pre-Sales Support:Prequalify leads by understanding customer needs and determining appropriate solutions.Answer customer inquiries via phone, email, and in-person, providing detailed product information and guidance.Schedule and coordinate in-home consultations for potential customers.Maintain accurate records of customer interactions and leads in the CRM...


  • Québec, Canada ADP Full time

    ADP is hiring a Service Support Specialist Are you looking to grow your career in a stable, dynamic environment with plenty of opportunities to progress? Are you a continuous learner who embraces ongoing training, development, and mentorship opportunities? Are you looking to be yourself in a culture that values equity, inclusion, and belonging and...

  • IT Support Specialist

    1 month ago


    Québec, Canada Enerkem Inc. Full time

    Company Description Being part of a growing company in the cleantech sector and contributing to the global transition to a circular economy appeals to you? That’s exactly what our employees do every day when they come to work. Enerkem is based on a revolutionary idea: transforming non-recyclable and non-compostable waste into clean fuels and renewable...

  • Production Support

    3 weeks ago


    Québec, Canada Q1 Technologies Full time

    **Role: Production Support Engineer** **Job Location: Montreal, QC** **Duration: Full Time** **Interview: Telephonic/Skype** The role is required to provide production support services under RPE organization. The role as well requires the member to develop automation and tooling to support SRE activities and achieve specific reliability and...


  • Québec, QC, Canada ABB Full time

    Technical Support Specialist Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are...

  • Customer Experience

    3 weeks ago


    Québec City, Canada Linen Chest Full time

    Company DescriptionCustomer Experience & Support SpecialistWe are seeking a dynamic and customer-focused professional to join our Shop at Home (custom window covering) department. This hybrid role involves supporting clients through the pre-sales process by prequalifying leads and answering inquiries, as well as providing after-sales support to ensure...

  • Customer Experience

    2 weeks ago


    Québec City, Canada Linen Chest Full time

    Company DescriptionCustomer Experience & Support SpecialistWe are seeking a dynamic and customer-focused professional to join our Shop at Home (custom window covering) department. This hybrid role involves supporting clients through the pre-sales process by prequalifying leads and answering inquiries, as well as providing after-sales support to ensure...

  • Production Support

    1 month ago


    Québec, Canada Realign LLC Full time

    **Job Type: Contract**: **Job Category: IT**: The role is required to provide production support services under RPE organization. The role as well requires the member to develop automation and tooling to support SRE activities and achieve specific reliability and supportability goals (reduction of toil, monitoring and alerting efficiency etc.), for in-scope...


  • Québec, Canada Victoriaville & Co. Full time

    This a fantastic opportunity to join and awesome company and supportive team ! In collaboration with the Director of Funeral and Memorial Products, the administrative specialist oversees and implements administrative processes related to orders, purchases, inventory and distribution. He/she establishes the priorities and coordinates between the various...


  • Québec, Canada Bank of America Full time

    Bank of America is one of the world's largest financial institutions, serving individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk-management products and services. Following the acquisition of Merrill Lynch on January 1, 2009, Bank of America is...


  • Québec, Canada PandaPay Full time

    **About us** We are professional and agile. Our work environment includes: - Modern office setting - Food provided - **English version follows **_ Chez Panda Pay, notre relation avec nos clients est au centre de nos activités. C’est pourquoi nous nous concentrons à leur fournir de bons conseils grâce à des conversations significatives. Dans ce...


  • Québec, Canada Atlantis IT group Full time

    **ROLE: - Production Support** **Location: - Montreal, QC** **Duration: - 12+Months** **DESCRIPTION: - ** The role is required to provide production support services under RPE organization. The role as well requires the member to develop automation and tooling to support SRE activities and achieve specific reliability and supportability goals...

  • Support Specialist

    1 week ago


    Québec, Canada Lightspeed Commerce Full time

    **Hi there! Thanks for stopping by** Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place! As part of Lightspeed's Support team, you will be the first point of contact with our customers, and therefore you will be dealing with a wide variety of requests. This in turn allows you to work...