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The position of Dedicated Client Care Specialist at Genetec is designed to act as the primary liaison between the company and a select group of key customers. This role is pivotal in ensuring that clients receive best-in-class technical support across Genetec’s product lines, which include Video Surveillance, Access Control, and License Plate Recognition (LPR) systems. The Specialist plays an essential role in maintaining and nurturing relationships with customers, allowing for a smoother flow of technical assistance and support.
As a Dedicated Client Care Specialist, your day-to-day responsibilities include:
Responding to customer technical issues through phone and email channels.
Documenting customer issues using Genetec’s CRM tools such as Clarizen and a dedicated client SharePoint site.
Ensuring all reported incidents are resolved within Genetec’s Service Level Agreement (SLA).
Participating in management review calls with strategic accounts to discuss performance and areas for improvement.
Conducting annual system assessments for designated accounts, either remotely or onsite.
Regularly performing proactive system diagnostics on clients’ systems and following up with comprehensive reports.
Escalating customer issues efficiently through designated channels.
Collaborating with teams in Field Engineering, Solution Architecture, or Project Management.
Writing technical documentation and articles to enhance product knowledge and customer support logs.
To be successful in the role of Dedicated Client Care Specialist, candidates must possess the following:
A bachelor's degree in Computer Sciences, Computer Engineering, Electrical Engineering, or a related field, or equivalent experience.
Fluency in French and English, both conversationally and written, to communicate effectively with international colleagues and clients.
A minimum of one year of experience supporting Genetec products, which involves thorough knowledge of the product lines and associated troubleshooting techniques.
Excellent analytical and troubleshooting skills related to both hardware and software environments.
Strong communication skills, both written and verbal, to address customer inquiries coherently and fully.
Ability to multitask effectively and prioritize tasks as necessary in a dynamic work environment.
Candidates are expected to have:
Proficiency in Windows 8, 10, and Windows Server environments.
Comprehensive knowledge of networking principles and the IP protocol.
Hands-on experience with PC configurations and troubleshooting issues within Windows operating systems.
Familiarity with networking equipment configuration and troubleshooting.
Additional skills or certifications that may be advantageous include:
Knowledge of Spanish or other languages.
Experience with SQL databases.
Certifications such as MCSE (Microsoft Certified Systems Engineer) and/or CCNA (Cisco Certified Network Associate).
Genetec offers a competitive compensation package that includes:
An attractive salary and benefits.
A 401K match to help save for retirement.
A Training Tuition Reimbursement Program to support professional development.
A work-life balance with flexible work schedule options.
The company values diversity and encourages applicants from various backgrounds to apply, even if they don't meet all the listed criteria.
Candidates interested in this position should be aware that only selected individuals will be contacted for follow-up. Recruitment agencies are advised not to submit resumes/CVs directly or through the company’s website.
This role is classified as full-time, reflecting its commitment to providing dedicated support to both the customers and the team.
The location for this role is specified as United States. This offers a unique opportunity for professionals residing in the region and aligns with the company's aim to serve local clients effectively.
In conclusion, the Dedicated Client Care Specialist role at Genetec is an excellent opportunity to engage with a dynamic team while providing valuable technical assistance. With the right skills and experience, this job can lead to an enriching career path within Genetec.
This job offer was originally published on himalayas.app
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
