Dedicated Client Care Specialist

2 weeks ago

Montréal, Canada Genetec Full time

**The team**:
The role of the Dedicated Client Care Specialist is to act as the primary technical point of contact between Genetec and some of our most strategic and complex customers. As a Dedicated Client Care Specialist, you will help a select group of named customers (usually 4-5 accounts per Specialist) with technical issues and proactive technical tasks. You will also be the main liaison with all other internal departments, including R&D, training, product management and the rest of the Professional Services team.

Although primarily remote, you may be required on rare occasions to provide onsite support. The Dedicated Client Care Specialist must establish excellent professional relationships with their customer group and possess expert level knowledge of their environment.

**What your day will look like**:

- Respond to your dedicated customers’ technical issues and questions
- Ensure that all reported incidents are resolved in accordance with Genetec's SLA
- Properly document all customer issues
- Conduct management reviews with each customer on a regular basis
- Conduct evaluation and proactive diagnostics of customers' systems and follow-up with detailed reports
- Escalate customer related concerns through appropriate channels
- Identify additional customer needs and involve appropriate sales and/or product management resources

**About you**:

- Excellent written and verbal communication skills in English ; French proficiency is an asset
- Bachelor’s degree in Computer Sciences, Computer Engineering, Electrical Engineering, or equivalent experience
- Possess strong analytical and troubleshooting skills in both hardware and software
- Able to multitask, work autonomously and adjust priorities of work

**Technical Requirements**:

- Experience in the security industry, either with Genetec solutions or similar products
- Excellent knowledge of Windows, (client and server environments)
- Excellent knowledge of networking principles and the IP protocol

**Great if you have**:

- Additional experience with access control and low voltage wiring
- Experience working with SQL databases
- MCSE and/or CCNA certification
- Knowledge of PowerShell
- Experience supporting and maintaining SaaS solutions
- Experience with virtualization

**Let’s talk perks**:

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

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 dédié aux services techniques agit comme premier point de contact technique entre Genetec et certains de nos clients les plus stratégiques et complexes. Dans ce rôle, vous aiderez un groupe de clients (normalement de quatre à cinq comptes par spécialiste) à résoudre des problèmes techniques et à accomplir des tâches techniques de manière proactive. Vous serez également le principal agent de liaison avec tous les autres services internes, notamment la recherche et développement, la formation, la gestion des produits et le reste de l’équipe des services professionnels.

Vous travaillerez principalement à distance, mais vous devrez, à de rares occasions, fournir un soutien sur place. Le spécialiste doit nouer d’excellentes relations professionnelles avec son groupe de clients et posséder des connaissances de leur environnement de niveau « expert ».

**À quoi ressemblera votre journée**:

- Répondre aux questions de vos clients et les aider à résoudre des problèmes techniques
- S’assurer que tous les incidents signalés sont résolus conformément à l’accord de niveau de service de Genetec
- Documenter comme il se doit tous les problèmes qu’éprouve le client
- Effectuer régulièrement avec la direction du client des examens de l’assistance offerte
- Effectuer des évaluations et générer de manière proactive des diagnostics des systèmes du client, et produire des rapports détaillés en guise de suivi
- Transférer les préoccupations liées au client en employant les canaux appropriés
- Définir les besoins supplémentaires de vos clients et faire appel aux ressources compétentes en ventes ou en gestion de produits

**Votre profil**:

- Excellentes aptitudes en communication écrite et orale en anglais; connaissance de la langue française considérée comme un atout
- Baccalauréat en informatique, en génie informatique ou en génie électrique, ou expérience équivalente
- Excellentes aptitudes d’analyse et de dépannage sur le plan matériel et logiciel
- Capacité de gérer plusieurs tâches à la fois, de travailler de façon autonome et d’ajuster les priorités parmi le travail attribué

**Expertise technique**:

- Expérience d

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