Dedicated Client Care Specialist

7 days ago

Remote, Canada Genetec Full time

**The team**:
The role of the Dedicated Client Care Specialist is to act as the primary technical point of contact between Genetec and some of our most strategic and complex customers. As a Dedicated Client Care Specialist, you will help a select group of named customers (usually 4-5 accounts per Specialist) with technical issues and proactive technical tasks. You will also be the main liaison with all other internal departments, including R&D, training, product management and the rest of the Professional Services team.

Although primarily remote, you may be required on rare occasions to provide onsite support. The Dedicated Client Care Specialist must establish excellent professional relationships with their customer group and possess expert level knowledge of their environment.

**What your day will look like**:

- Respond to your dedicated customers’ technical issues and questions
- Ensure that all reported incidents are resolved in accordance with Genetec's SLA
- Properly document all customer issues
- Conduct management reviews with each customer on a regular basis
- Conduct evaluation and proactive diagnostics of customers' systems and follow-up with detailed reports
- Escalate customer related concerns through appropriate channels
- Identify additional customer needs and involve appropriate sales and/or product management resources

**About you**:

- Excellent written and verbal communication skills in English ; French proficiency is an asset
- Bachelor’s degree in Computer Sciences, Computer Engineering, Electrical Engineering, or equivalent experience
- Possess strong analytical and troubleshooting skills in both hardware and software
- Able to multitask, work autonomously and adjust priorities of work

**Technical Requirements**:

- Experience in the security industry, either with Genetec solutions or similar products
- Excellent knowledge of Windows, (client and server environments)
- Excellent knowledge of networking principles and the IP protocol

**Great if you have**:

- Additional experience with access control and low voltage wiring
- Experience working with SQL databases
- MCSE and/or CCNA certification
- Knowledge of PowerShell
- Experience supporting and maintaining SaaS solutions
- Experience with virtualization

**Let’s talk perks**:

- Attractive compensation package
- Training Tuition Reimbursement Program
- Subsidized meals in our amazing Bistro (Les Cordons Bleus)/ Virtual cooking classes
- Work-life balance with a flexible working schedule
- Free, unlimited coffee
- Private, free parking for all employees
- Onsite fitness facility with personal trainer/ Virtual exercise classes

Would you like to know what it looks like to work at Genetec? Click on the following link to find out for yourself Genetec Culture

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