Dedicated Client Support Liaison

4 weeks ago


Vancouver, British Columbia, Canada Genetec Full time

Job Summary

The Dedicated Client Care Specialist role at Genetec involves acting as a dedicated liaison between the company and a defined subset of key customers. This position requires providing best-in-class 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
  • 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

Technical Requirements

  • Excellent knowledge of Windows 8 and 10 & Windows server
  • Excellent knowledge of networking principles and the IP protocol
  • Experience with PC configuration and troubleshooting on Windows operating system
  • Experience with networking equipment configuration and troubleshooting

Preferred Qualifications

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

Perks

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


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