Act as the dedicated liaison between Genetec and a defined subset of key customers
Provide best of class Technical Support either by email, phone or onsite
Maintain strong professional relations with customer group and possess in depth knowledge of assigned customer’s environments
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 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

Bachelor’s degree in Computer Sciences, Computer Engineering, Electrical Engineering or equivalent experience
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

Client Care Specialist

Key skills