Genetec

Compensation

Full Description

Job Description: • Act as the dedicated liaison between Genetec and key customers • Provide best in class Technical Support via email, phone, or onsite • Maintain strong professional relations with customer groups • Document all customer issues in the Genetec CRM, Clarizen, and client SharePoint • Ensure 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 diagnostics and follow up with complete diagnostic reports • Escalate customer-related issues through proper channels • Participate in Field Engineering, Solution Architect, or Project Management teams • Write technical documentation and articles Requirements: • Bachelor’s degree in Computer Sciences, Computer Engineering, Electrical Engineering or equivalent experience • Fluent in French and English, both verbal and written (this role requires interaction with our international collaborators and customers) • 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 • 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 • An asset if you have: • Knowledge of Spanish or other languages • Experience working with SQL databases • MCSE and/or CCNA certification Benefits: • Attractive compensation package with 401K match • Training Tuition Reimbursement Program • Work-life balance with a flexible working schedule