Product Support Specialist
3 weeks ago
**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
-
Application Production Support Specialist
1 week ago
Montréal, Canada Auum solutions Full time_Applicant must be in Quebec_ **Title**: Application Production Support Specialist **Location**: Montreal, 3 days/week face-to-face **Type**:Long Term Contract (12+ months) **Introduction**: Join a rock-solid organization as our client’s next Application Production Support Specialist and sit at the center of projects that drives decisions. You’ll...
-
Product Support Specialist
2 weeks ago
Montréal, Canada UKG (Ultimate Kronos Group) Full time**Description & Qualifications**: Description The Product Support Specialist is expected to deliver high quality support to our UKG Ready customers, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This position will provide end user support for the UKG Ready Time and Labor, Human Resources...
-
Production Support
2 weeks ago
Montréal, Canada Prophecy Technologies Full timeRole**:Infrastructure production Support** Client**:TCS/Morgan Stanley** Location**:Montreal, Canada(Onsite)**. Please Find the Job Description Below, The Autosys/Data Caching, Data Middleware, and Data Distribution L3 support team is part of the Enterprise Computing Services Organization at Morgan Stanley. - This position is for a technical operations...
-
Production Support Specialist- Level 1
3 weeks ago
Montréal, Canada Equisoft Full time**Production Support Specialist - Level 1** Equisoft, a leading global provider of digital business solutions for the insurance and wealth industries, is actively seeking new talent! No one day is the same, this is a challenging yet rewarding role for those who are interested. If you enjoy working with a team of great people, new technologies and are...
-
Product Support Specialist
2 weeks ago
Montréal, Canada Global Payments Canada Full timeLooking for a new challenge? Want to join a Fortune 500 company focused on technology and innovation? At Global Payments, you’ll have many opportunities for growth and development and we promise everyday will be an exciting challenge. Join a dynamic team! **What’s in it for you?** - Salary range: $60,000 - $65,000 - Hybrid work - Innovative and...
-
Tool Support Specialist
3 weeks ago
Montréal, Canada Ubisoft Full time**Company Description** Ubisoft’s 19,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin’s Creed, Far Cry, Watch Dogs, Just Dance,...
-
Product Specialist
2 weeks ago
Montréal, Canada Aimtec Full time_**HYBRID POSITION**_ - **Aimtec / AC-DC Converters / DC-DC Converters / Modular Power Supplies**_ **About Aimtec**. - **Description**_ The “Product Specialist” is responsible for enabling the adoption of Aimtec’s power converters among OEM’s design opportunities across the Globe. This is accomplished by creating, supporting and maintaining...
-
Product Specialist Lead
1 week ago
Montréal, Canada Adacel Full timeLocation: Montreal, Canada _ - Job Status: Full Time _ - Date Posted: // _ Position Summary: The Product Specialist Lead is an Air Traffic Manager (ATM) Subject Matter Expert who is expected to have an in-depth knowledge of the Air Traffic Management Adacel products to facilitate the support, training, testing, validation of the systems. S/he will...
-
Tool Support Specialist
3 weeks ago
Montréal, Canada Ubisoft Full timeWe are looking for a Senior Tool Support Specialist to help the development team of one of our productions use production pipeline tools. The role of the Tool Support Specialist is to provide first-level support and advanced testing throughout the project's lifecycle, as well as to be a unique point of contact for the assigned product(s) within the team. As...
-
Products Specialist
2 weeks ago
Montréal, Canada Anton Paar Canada Full time**About Anton Paar** - Anton Paar is a global leader in the development and manufacturing of high-precision laboratory instruments and process measurement solutions. With a rich history spanning over 100 years, we have established ourselves as a trusted provider of innovative and reliable analytical instruments. Our products are utilized across a wide range...
-
Application Production Support Specialist
4 weeks ago
Montréal, QC, Canada SPECTRAFORCE Full timeApplication Production Support Specialist Montreal, QC (Hybrid – 3 days onsite per week)12 Months Mission and Objectives: The APS Analyst (“Analyst”) is responsible and accountable for daily support and health of the production environment for Regulatory Controls IT. Such tasks include change, request, incident and problem management for the...
-
Application Production Support
4 weeks ago
Montréal, Canada Tekwissenllc Full time**Overview**: TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a company who is a provider of banking and financial services. The company operates through two divisions, Retail Banking and Services, and Corporate and Institutional Banking **Responsibilities**: - Be part of a dynamic...
-
Technical Support Specialist
2 weeks ago
Montréal, Canada Aptos LLC Full time**Making a job change is a big decision. Why consider Aptos?** You will join a team of remarkable colleagues who are committed and passionate about creating and delivering leading-edge solutions to the retail market. You will be part of an exciting growth journey where we will do everything possible to help you reach and exceed your career dreams. Our...
-
DevOps L3 Production Support Specialist
2 weeks ago
Montréal, Canada NTT DATA Full time**Req ID**: 214850 We are currently seeking a **Devops L3 Production Support Specialist (Bilingual)** to join our team in Montreal, Quebec (CA-QC), Canada (CA). **Job Responsibilities Include**: - Production Management for Kafka on Kubernetes and MQ plants - Deep-diving into complex troubleshoots, implementing changes, and serving as an escalation point...
-
Product Specialist
1 week ago
Montréal, QC, Canada Coveo Full time**Join our mission to transform support!**: At Coveo, we see technical support differently. Our mission is to make every interaction memorable and impactful, where employees, partners, and customers find solutions that help them achieve their goals. If you're looking to transform support into a positive and innovative force, this opportunity could be for...
-
Production Support Specialist
2 weeks ago
Montréal, Canada Purple Drive Technologies Full time**Role Description** **You will**: Be responsible for stability and resilience of the critical Settlements flow, which includes diverse technologies hosted by on premises and cloud platforms. Support the systems, their end users and split your time evenly to also perform project tasks to improve the production environment. Act as a buffer between support...
-
Application Production Support Specialist
2 weeks ago
Montréal, Canada Excelgens Full time**The position** Reporting functionally to the head of Midscale APS and regionally to the APS manager, the specialist will work also on a dotted line to the APS manage based in Denver in a follow the sun support model. As APS, you are part of the day to day operational activities. You will deliver functional stability and quality to our Simcorp Dimension...
-
Customer Support Specialist
4 days ago
Montréal-Ouest, Quebec, Canada EquiSoft inc. Full timeCompany OverviewEquisoft is a global provider of advanced insurance and investment digital solutions, recognized as a valued partner by over 250 of the world's leading financial institutions.We offer a complete ecosystem of end-to-end and scalable solutions that help our clients tackle any challenge in this era of digital disruption.Job DescriptionThe...
-
Product Specialist
3 weeks ago
Montréal, Canada Axalta Full timePrimary Responsibilities: The Product Specialist is a product technical resource for the market sales team. He/she will support all Axalta products in all segments including: Premium, Mainstream, and Economy to promote growth and customer loyalty. The Product Specialist works as a member of a market sales team to contribute to sales growth and customer...
-
Product and Installation Specialist
3 weeks ago
Montréal, Canada Cluster Pos Full time**Cluster** is on the hunt for a customer-service-driven Product & Installation Specialist to join our team. This role is pivotal in providing technical assistance for our renowned point-of-sale (POS) software and hardware. Ideal for a seasoned support specialist, this full-time position demands a blend of technical prowess and customer service finesse, with...