*Location: candidates can be located in Puerto Rico, Dominican Republic, or Panama*
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 Genetec products. You will utilize your 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 creating 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.
What your day will look like:
- 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
More about you:
- Spanish 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)
Technical requirements:
- 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)
Great 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!
- Language classes
- Transportation and food allowances
- Gym pass
- Health and Dental plan
- Life Insurance
Genetec is an equal opportunity employer; we strive for diversity and inclusion through our hiring approach, as well as through the training and professional development we provide. We partner with external organizations and implement internal initiatives to offer a welcoming work environment for employees of all backgrounds.
Top Skills
What We Do
Leading technology provider of business intelligence, unified physical security, public safety, and operations. Genetec develops open-platform software, hardware, and cloud-based services for the physical security and public safety industry. Its flagship product, Security Center, unifies IP-based video surveillance, access control, and automatic license plate recognition (ALPR) into one platform. A global innovator since 1997, Genetec is headquartered in Montreal, Canada, and serves enterprise and government organizations via an integrated network of resellers, integrators, and consultants in over 159 countries. Genetec was founded on the principle of innovation and remains at the forefront of emerging technologies that unify physical security systems.
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