Dedicated Client Care Specialist
Your team’s dynamic:The role of the Dedicated Client Care Specialist is to act as the dedicated liaison between Genetec and a defined subset of key customers. Your main responsibility is to provide best of class Technical Support either by email, phone or onsite at the customer’s premises across all of Genetec’s product lines (Video Surveillance, Access Control & LPR).You must maintain strong professional relations with your customer group and possess in depth knowledge of each of your assigned customer’s environments in order to provide professional and prompt technical assistance. You must have extensive knowledge of Genetec products and troubleshooting techniques as well as strong analytical, communication and organizational skills.Your day at a glance:Respond to customer technical issues received directly by phone and emailDocument all customer issues in the Genetec CRM, Clarizen and dedicated client SharePoint siteEnsure that all reported incidents are addressed according to Genetec’s SLAProvide periodic management review conference calls with each strategic accountProvide yearly on-site or remote system assessment for assigned strategic customer accountsConduct regular proactive system diagnostic of clients’ system and follow-up with a complete diagnostic reportEscalate customer related issues through proper channelsParticipate in Field Engineering, Solution Architect or Project Management teams as part of a career development planWrite technical documentation and articlesWhat makes you a great fit:Bachelor’s degree in Computer Sciences, Computer Engineering, Electrical Engineering or equivalent experienceExcellent written and verbal communication skillsExcellent knowledge of Genetec products with at least 1 year experience supporting Genetec productsPossess strong analytical and troubleshooting skills in both hardware and softwareAble to multitask, work iteratively and adjust priorities of workYour technical Expertise:Excellent knowledge of Windows 8 and 10 & Windows serverExcellent knowledge of networking principles and the IP protocolExperience with PC configuration and troubleshooting on Windows operating systemExperience with networking equipment configuration and troubleshootingAn asset if you have:Knowledge of Spanish or other languagesExperience working with SQL databasesMCSE and/or CCNA certificationLet’s talk perks!Attractive compensation package with 401K matchTraining Tuition Reimbursement ProgramWork-life balance with a flexible working scheduleWe know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us!Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.