[Hiring] Dedicated Client Care Specialist @Genetec

Role Description

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.

• 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
• Provide yearly on-site or remote system assessment for assigned strategic customer accounts
• Conduct regular proactive system diagnostic of clients’ system 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

Qualifications

• 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 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

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

Benefits

• Attractive compensation package with 401K match
• Training Tuition Reimbursement Program
• Work-life balance with a flexible working schedule