Client Support Specialist

1 month ago

Victoria, British Columbia, Canada Genetec Inc Full time

Overview of the Role:

The Client Support Specialist serves as the primary point of contact between Genetec and a select group of important clients. This position is crucial for delivering exceptional Technical Support through various channels including email, phone, and onsite visits across all Genetec product offerings such as Video Surveillance, Access Control, and License Plate Recognition (LPR).

Building and maintaining strong professional relationships with your assigned customer base is essential. A deep understanding of each customer's unique environment is necessary to provide timely and effective technical assistance. The role demands comprehensive knowledge of Genetec products, proficient troubleshooting skills, and strong analytical, communication, and organizational abilities.

Daily Responsibilities:

  • Address customer technical inquiries received via phone and email.
  • Record all customer interactions in Genetec's CRM system, Clarizen, and the dedicated client SharePoint site.
  • Ensure all reported issues are resolved in accordance with Genetec's Service Level Agreements (SLAs).
  • Conduct regular management review calls with each strategic account.
  • Perform annual system assessments, either onsite or remotely, for assigned strategic customers.
  • Carry out proactive system diagnostics and provide clients with comprehensive diagnostic reports.
  • Escalate customer-related issues through the appropriate channels.
  • Engage in Field Engineering, Solution Architecture, or Project Management teams as part of professional development.
  • Create technical documentation and articles.

Candidate Profile:

  • Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent experience.
  • Strong written and verbal communication skills.
  • In-depth knowledge of Genetec products with a minimum of one year of experience in supporting these products.
  • Exceptional analytical and troubleshooting capabilities in both hardware and software.
  • Able to manage multiple tasks, work iteratively, and prioritize effectively.

Technical Skills Required:

  • Thorough understanding of Windows 8 and 10, as well as Windows Server.
  • Solid grasp of networking principles and IP protocols.
  • Experience in PC configuration and troubleshooting within the Windows operating system.
  • Familiarity with configuring and troubleshooting networking equipment.

Preferred Qualifications:

  • Proficiency in Spanish or other languages.
  • Experience with SQL databases.
  • MCSE and/or CCNA certification.

Benefits:

  • Competitive compensation package.
  • Tuition reimbursement for training programs.
  • Flexible working schedule to promote work-life balance.

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