Job Summary
- Genetec Inc.
- Job location
Saint-Laurent, QC
- Date entered
January 25
- Job categories
- Internal support (ACD, PABX, CTI, CRM...)
- Support - Assistance
Technical Support Representative - J0112-0381 (Saint-Laurent, QC)
The role of the Technical Support Representative is to provide Genetec's customers with professional first level technical service assistance on all Genetec products. The candidate will use his strong communication skills and troubleshooting experience to answer all customer inquiries received by phone, email or the web. The candidate will play a key role in Genetec's commitment to create a positive experience for all its customers.
Roles and Responsibilities
Working with a leading edge product the candidate will:
• Provide first level technical support on all products, including troubleshooting and documentation of cases.
• Properly document all customer issues in the Genetec trouble ticket system
• Perform follow-ups with customers for calls placed to Genetec's Technical Assistance Center.
• Have a full understanding of Genetec's SLA.
• Efficiently understand and be able to escalate complex technical issues to appropriate support departments.
• Respond to customers' general questions on the product.
• Manage all licensing technical issues.
• Ensure timely resolution of customer issues.
• Ability to function as an independent worker and a team-player within fast-paced environment.
Requirements
• Technical degree (DEC) or certification in IT/Electronics
• 2 years experience in help desk/tech support/customer service environment
• Fluently bilingual in both French and English.
• Proficient in verbal and written communication skills in both French and English is a must.
• Strong sense of professionalism.
• Patience and ability to work under pressure.
• Ability to listen and to adapt to different personalities and situations.
• Good troubleshooting skills
Technical Requirements
• Good to superior knowledge of Windows Desktop family and Windows Server family.
• Experience with PC configuration and troubleshooting with the Windows operating system.
• Knowledge of networking principles and the IP protocol
• Knowledge of video surveillance and access control systems
Assets
• Knowledge of Spanish or other languages
Apply