Dedicated Client Care Specialist

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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.
• 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.

Responsibilities:

• 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.