Workable
Technical Advisor Specialist / Product Support Specialist
Your teamâs dynamic:
The Product Support Specialist will work as part of a dynamic team providing Genetec's customers with best-in-class technical assistance for the Omnicast (Video) products. You will utilize their technical troubleshooting skills to resolve product-related issues received by phone, online portal, or online chat. You will be part of a collaborative team and play a key role in Genetec's commitment to create a positive experience for all our customers.
Through a comprehensive onboarding process, your experienced colleagues and team leader will guide and coach you to achieve success in your new role.
Your day at a glance:
Handle incoming calls, online tickets, and chats.
Understand, analyze, and troubleshoot customer technical issues varying in complexity
Build and use virtual environments to train, test, and replicate customer environments and reproduce issues
Properly document all customer issues and interactions in our CRM
Ensure that all reported incidents are resolved in accordance with Genetec's SLA
Collaborate with team members and Software Delivery Specialists
Escalate unresolved issues when needed
What makes you a great fit:
Fluent in French and English, both verbal and written (this role requires interaction with our international collaborators and customers)
Have sound judgement and capability of making decisions under pressure
Technical degree (DEC), certification in IT/Electronics, or equivalent business experience
Excellent analytical and troubleshooting skills
Ability to work in fast paced environments with professionalism and confidence
Willingness to work on shift rotation until 8:00pm and holidays (as required)
Your technical expertise:
Networking principles and clear understanding of TCP, IP, and UDP protocol stack
MS SQL Databases (structure and queries)
Microsoft Windows Servers and Windows Sysinternals Utilities
Ability to troubleshoot hardware
Experience working with Active Directory
Packet sniffing tools (ex. Wireshark)
An asset if you have:
Experience with IP Video surveillance technology
Comptia A+, Network+, Security+, CCNA, CCNP certifications are an asset
MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications
Knowledge of PowerShell and C# and programming
Knowledge Unix Kernel and commands
2+ years experience in IT/technical troubleshooting or technical support environment
Letâs 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
Still not sure if you check every box, but think itâs worth a shot? We love that enthusiasm!
Thank you for your application, but please note that only qualified 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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Your teamâs dynamic:
The Product Support Specialist will work as part of a dynamic team providing Genetec's customers with best-in-class technical assistance for the Omnicast (Video) products. You will utilize their technical troubleshooting skills to resolve product-related issues received by phone, online portal, or online chat. You will be part of a collaborative team and play a key role in Genetec's commitment to create a positive experience for all our customers.
Through a comprehensive onboarding process, your experienced colleagues and team leader will guide and coach you to achieve success in your new role.
Your day at a glance:
Handle incoming calls, online tickets, and chats.
Understand, analyze, and troubleshoot customer technical issues varying in complexity
Build and use virtual environments to train, test, and replicate customer environments and reproduce issues
Properly document all customer issues and interactions in our CRM
Ensure that all reported incidents are resolved in accordance with Genetec's SLA
Collaborate with team members and Software Delivery Specialists
Escalate unresolved issues when needed
What makes you a great fit:
Fluent in French and English, both verbal and written (this role requires interaction with our international collaborators and customers)
Have sound judgement and capability of making decisions under pressure
Technical degree (DEC), certification in IT/Electronics, or equivalent business experience
Excellent analytical and troubleshooting skills
Ability to work in fast paced environments with professionalism and confidence
Willingness to work on shift rotation until 8:00pm and holidays (as required)
Your technical expertise:
Networking principles and clear understanding of TCP, IP, and UDP protocol stack
MS SQL Databases (structure and queries)
Microsoft Windows Servers and Windows Sysinternals Utilities
Ability to troubleshoot hardware
Experience working with Active Directory
Packet sniffing tools (ex. Wireshark)
An asset if you have:
Experience with IP Video surveillance technology
Comptia A+, Network+, Security+, CCNA, CCNP certifications are an asset
MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications
Knowledge of PowerShell and C# and programming
Knowledge Unix Kernel and commands
2+ years experience in IT/technical troubleshooting or technical support environment
Letâs 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
Still not sure if you check every box, but think itâs worth a shot? We love that enthusiasm!
Thank you for your application, but please note that only qualified candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.

Montreal, QC, Canada
Negotiable Salary