Product Support Specialist

3 weeks ago

Montréal, 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

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