Client Support Specialist

1 week ago


Victoria, British Columbia, Canada Genetec Full time
{"Job Summary

As a Dedicated Client Care Specialist at Genetec, you will serve as the primary point of contact for a defined subset of key customers. Your primary responsibility will be to provide exceptional technical support across all of Genetec's product lines, including Video Surveillance, Access Control & LPR.

Key Responsibilities

* Respond to customer technical issues received directly by phone and email
* Document all customer issues in the Genetec CRM, Clarizen and dedicated client SharePoint site
* Ensure that all reported incidents are addressed according to Genetec's SLA
* Provide periodic management review conference calls with each strategic account
* Provide yearly on-site or remote system assessment for assigned strategic customer accounts
* Conduct regular proactive system diagnostic of clients' system and follow-up with a complete diagnostic report
* Escalate customer related issues through proper channels
* Participate in Field Engineering, Solution Architect or Project Management teams as part of a career development plan
* Write technical documentation and articles

Requirements

* Bachelor's degree in Computer Sciences, Computer Engineering, Electrical Engineering or equivalent experience
* Excellent written and verbal communication skills
* Excellent knowledge of Genetec products with at least 1 year experience supporting Genetec products
* Possess strong analytical and troubleshooting skills in both hardware and software
* Able to multitask, work iteratively and adjust priorities of work

Preferred Qualifications

* Knowledge of Spanish or other languages
* Experience working with SQL databases
* MCSE and/or CCNA certification

What We Offer

* Attractive compensation package
* Training Tuition Reimbursement Program
* Work-life balance with a flexible working schedule

If you are a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply for this exciting opportunity.

Thank you for your interest in Genetec.

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