Client Care Specialist

September 23

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Genetec

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IP security and public safety solutions provider • IP Video Surveillance • IP Access Control • License Plate Recognition

1001 - 5000

Description

• 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

Requirements

• 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

Benefits

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