[Hiring] Product Support Specialist @Genetec
Apr 02, 2025 - Genetec is hiring a remote Product Support Specialist. 💸 Salary: unspecified. 📍Location: Dominican Republic, Panama, Puerto Rico.
Role Description
The Product Support Specialist will work as part of a dynamic team providing Genetec's customers with best-in-class technical assistance for Genetec products. You will utilize your technical troubleshooting skills to resolve product-related issues received by phone, online portal, or online chat. You will be part of a collaborative team and play a key role in Genetec's commitment to creating a positive experience for all our customers.
Through a comprehensive onboarding process, your experienced colleagues and team leader will guide and coach you to achieve success in your new role.
What your day will look like:
- Handle incoming calls, online tickets, and chats
- Understand, analyze, and troubleshoot customer technical issues varying in complexity
- Build and use virtual environments to train, test, and replicate customer environments and reproduce issues
- Properly document all customer issues and interactions in our CRM
- Ensure that all reported incidents are resolved in accordance with Genetec's SLA
- Collaborate with team members and Software Delivery Specialists
- Escalate unresolved issues when needed
Qualifications
- Spanish and English, both verbal and written
- Technical degree (DEC), certification in IT/Electronics, or equivalent business experience
- Excellent analytical and troubleshooting skills
- Ability to work in fast-paced environments with professionalism and confidence
- Willingness to work on shift rotation until 8:00pm and holidays (as required)
Requirements
- Networking principles and clear understanding of TCP, IP, and UDP protocol stack
- MS SQL Databases (structure and queries)
- Microsoft Windows Servers and Windows Sysinternals Utilities
- Ability to troubleshoot hardware
- Experience working with Active Directory
- Packet sniffing tools (ex. Wireshark)
Benefits
- Language classes
- Transportation and food allowances
- Gym pass
- Health and Dental plan
- Life Insurance
Company Description
At Genetec, we believe that everyone’s voice deserves to be heard and we want you to learn and to grow within your role to maximize your potential.
Our family, of over 2000 people globally, is made up of diverse individuals who are passionate about technology and are quick to try new ideas, even if it means risking failure.
Most of all, we are all proud to say that we have the privilege to work with some of the coolest, smartest and nicest people we know - Each other! There are many reasons as to why we were chosen as one of Montreal’s Top Employers for over a decade.
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| 📍 | Be aware of the location restriction for this remote position: Dominican Republic, Panama, Puerto Rico |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
unspecified
|
Remote
Location
Dominican Republic, Panama, Puerto Rico
|
|
Job Type
full-time
|
Posted
Apr 02, 2025
|
| 📍 | Be aware of the location restriction for this remote position: Dominican Republic, Panama, Puerto Rico |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
