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Client Care Specialist

2 months ago

Victoria, British Columbia, Canada Genetec Full time

Client Care Specialist

**About the Role**

We are seeking a highly skilled Client Care Specialist to join our team at Genetec. As a Dedicated Client Care Specialist, you will act as the primary point of contact for a defined subset of key customers, providing best-in-class technical support across all of Genetec's product lines.

**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
* Conduct regular proactive system diagnostics of clients' systems 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 of 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

**Nice to Have**

* 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

**Let's Talk**

If you're a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply. Thank you for your interest in this role.