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Open nowPosted 174 days ago

Spécialiste service client dédié / Dedicated Client Care Specialist

Workable (global search)108,016 open roles

Where
Montreal, QC, Canada
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Your applicationOpen nowSpécialiste service client dédié / Dedicated Client Care SpecialistWorkable (global search) · Montreal, QC, Canada

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 174 days ago

Workable (global search) median: 7 days open

The posting

La dynamique de votre équipe :

Le rôle du spécialiste service client dédié est d'agir en tant que liaison dédiée entre Genetec et un sous-ensemble défini de clients majeurs. Votre principale responsabilité est de fournir un support technique de première classe, que ce soit par courriel, par téléphone ou sur place ayant trait à tous les produits de Genetec (vidéosurveillance, contrôle d’accès et lecture automatique des plaques d’immatriculation).

Vous devez maintenir de solides liens professionnels avec votre groupe de clients et connaître en détail leur environnement de travail afin de leur fournir une assistance technique rapide et professionnelle. Vous devez maîtriser les produits de Genetec et les techniques de dépannage, en plus de posséder de solides aptitudes d’analyse, de communication et d’organisation.

Votre journée en un coup d'oeil:

  • Résoudre les problèmes techniques des clients directement par téléphone et par courriel
  • Consigner adéquatement tous les problèmes dans le système de GRC de Genetec, Clarizen et le site SharePoint du client
  • Veiller à ce que tous les incidents signalés soient traités conformément au contrat de niveau de service de Genetec
  • Procéder à une évaluation de gestion périodique par conférence téléphonique pour chacun des comptes stratégiques
  • Procéder à une évaluation annuelle sur place ou à distance des systèmes de ses clients stratégiques
  • Mener des examens diagnostiques réguliers des systèmes des clients et faire le suivi au moyen d’un rapport de diagnostic exhaustif
  • Faire passer les problèmes des clients aux niveaux supérieurs à travers les canaux appropriés
  • Collaborer avec les équipes d’ingénieurs de terrain, d’architectes de solutions ou de chefs de projets dans le cadre d’un plan de perfectionnement professionnel
  • Rédiger des documents et des articles techniques

Ce qui fait de vous un excellent candidat :

  • Baccalauréat en informatique, en génie informatique, en génie électrique ou expérience équivalente
  • Maîtrise du français et de l'anglais, tant à l'oral qu'à l'écrit (ce poste nécessite des interactions avec nos collaborateurs et clients internationaux)
  • Excellente capacité à communiquer à l’oral et à l’écrit
  • Excellente connaissance des produits de Genetec et un minimum d’un an d’expérience en soutien des clients de Genetec
  • Excellentes capacités d’analyse et de dépannage de l’équipement matériel et logiciel
  • Capacité à gérer plusieurs tâches simultanément, à appliquer une approche par itération et à s’adapter aux priorités du travail

Votre expertise technique :

  • Excellente connaissance de Windows 8 et 10 et de Windows Server
  • Excellente connaissance des principes de réseautique et du protocole IP
  • Expérience en configuration d’ordinateurs et en dépannage lié au système d’exploitation Windows
  • Expérience en configuration et en dépannage d’équipement de réseautique

Un atout si vous avez :

  • Connaissance de l’espagnol ou d’autres langues
  • Expérience de travail avec les bases de données SQL
  • Certification CCNA ou MCSE

Voilà ce que nous offrons !

  • Régime de rémunération attrayant
  • Programme de remboursement des frais de formation
  • Repas subventionnés à notre incroyable Bistro (Les Cordons Bleus)
  • Équilibre entre vie professionnelle et vie privée grâce à un horaire de travail flexible
  • Café gratuit à volonté
  • Espace de stationnement gratuit pour tous les employés
  • Centre d’entraînement sur place

Nous savons que la diversité des parcours et des expériences apporte une grande valeur à nos équipes. Même si vous ne cochez pas toutes les cases nous vous encourageons à postuler – votre profil pourrait nous surprendre!

Merci pour votre candidature, mais veuillez noter que seul(e)s les candidat(e)s sélectionné(e)s seront contacté(e)s. Les chasseurs de têtes et les agences de recrutement ne sont pas autorisés à soumettre des CV par l'intermédiaire de ce site web ou directement aux gestionnaires.

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Your team’s dynamic:

The role of the Dedicated Client Care Specialist is to act as the dedicated liaison between Genetec and a defined subset of key customers. Your main responsibility is to provide best of class Technical Support either by email, phone or onsite at the customer’s premises across all of Genetec’s product lines (Video Surveillance, Access Control & LPR).

You must maintain strong professional relations with your customer group and possess in depth knowledge of each of your assigned customer’s environments in order to provide professional and prompt technical assistance. You must have extensive knowledge of Genetec products and troubleshooting techniques as well as strong analytical, communication and organizational skills.

Your day at a glance:

  • 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

What makes you a great fit:

  • 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

Votre expertise technique:

  • 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

Let’s talk perks!

  • Attractive compensation package
  • Training Tuition Reimbursement Program
  • Subsidized meals in our amazing Bistro (Les Cordons Bleus)
  • Work-life balance with a flexible working schedule
  • Free, unlimited coffee
  • Private, free parking for all employees
  • Onsite fitness facility with personal trainer

We know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us!

Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.

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