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Dedicated Client Care Specialist
2 months ago
We are seeking a highly skilled Dedicated Client Care Specialist to join our team at Genetec. As a key member of our customer support team, you will be responsible for providing exceptional technical support to our valued customers.
Key Responsibilities- Provide best-in-class technical support via email, phone, and on-site visits to customers across all Genetec product lines.
- Maintain strong professional relationships with customers and possess in-depth knowledge of their environments to deliver prompt and professional technical assistance.
- Document all customer issues in our CRM, Clarizen, and dedicated client SharePoint site.
- Ensure all reported incidents are addressed according to Genetec's Service Level Agreement (SLA).
- Participate in regular management review conference calls with strategic accounts.
- Conduct yearly on-site or remote system assessments for assigned strategic customer accounts.
- Escalate customer-related issues through proper channels.
- Collaborate with Field Engineering, Solution Architect, or Project Management teams as part of a career development plan.
- Develop and maintain technical documentation and articles.
- Bachelor's degree in Computer Sciences, Computer Engineering, Electrical Engineering, or equivalent experience.
- Excellent written and verbal communication skills.
- Strong analytical and troubleshooting skills in hardware and software.
- Ability to multitask, work iteratively, and adjust priorities of work.
- Excellent knowledge of Windows 8 and 10, Windows Server, networking principles, and the IP protocol.
- Experience with PC configuration and troubleshooting on Windows operating system.
- Experience with networking equipment configuration and troubleshooting.
- Knowledge of Spanish or other languages.
- Experience working with SQL databases.
- MCSE and/or CCNA certification.
Genetec is a leading provider of video surveillance, access control, and license plate recognition solutions. We offer a dynamic and supportive work environment, with opportunities for career growth and professional development.
We are committed to providing our employees with a comprehensive compensation package, including training tuition reimbursement, work-life balance, and 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.
