Dedicated Client Support Liaison
4 weeks ago
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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