Negotiable Salary
Genetec
Montreal, QC, Canada
Your team’s 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 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 Still not sure if you check every box, but think it’s 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. --------------------------------------------------------------------------------------------------- Your team’s 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 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 Still not sure if you check every box, but think it’s 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.