Dedicated Client Support Specialist

2 weeks ago


Victoria, British Columbia, Canada Genetec Full time
About the Role

The Dedicated Client Care Specialist will serve as the primary point of contact for a select group of key customers, providing exceptional technical support and expertise across Genetec's product lines.

Key Responsibilities
  • Provide timely and effective technical assistance via various communication channels
  • Document all customer interactions and issues in relevant systems
  • Ensure prompt resolution of reported incidents in accordance with Genetec's Service Level Agreement
  • Conduct regular system assessments and diagnostics for assigned customer accounts
  • Escalate complex issues through established channels
  • Collaborate with internal teams, including Field Engineering and Solution Architecture
  • Develop and maintain technical documentation and knowledge base
Requirements
  • Bachelor's degree in Computer Science, Computer Engineering, or Electrical Engineering, or equivalent experience
  • Excellent written and verbal communication skills
  • Proven expertise in Genetec products, with a minimum of one year of supporting experience
  • Strong analytical and troubleshooting skills in hardware and software
  • Ability to multitask, work iteratively, and adjust priorities as needed
Preferred Qualifications
  • Knowledge of Windows 8 and 10, Windows Server, and networking principles
  • Experience with PC configuration and troubleshooting, as well as networking equipment configuration and troubleshooting
  • Fluency in Spanish or other languages
  • Experience working with SQL databases
  • MCSE and/or CCNA certification
What We Offer
  • Competitive compensation package
  • Training and Tuition Reimbursement Program
  • Flexible working schedule and work-life balance


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