Professional Services Sydney, New South Wales, Australia Full time APAC-006
** Locations: Australia & New Zealand **
At Genetec, we believe that, in order to create and maintain thriving public spaces, groups, including urban planners, city managers, security experts, enterprise executives, and community leaders, must work together to achieve true public safety. And a cornerstone of this open and collaborative approach is the development and implementation of multipurpose technology.
What your day will look like:
A Dedicated Client Care Engineer (DCCE) is a highly experienced specialist in multiple components of the Genetec ecosystem.
The DCCE is passionate for customer satisfaction and is a person ready to go the extra mile to satisfy the client needs in terms of technical assistance, knowledge transfer, technical planning and day to day operations with their Genetec solution.
Furthermore, whenever possible, a DCCE will use the available technologies to act proactively and help the customers prevent any potential issues that might affect their operations. Although customers are at the heart of a DCCE’s mandate, they also help Genetec to further improve, expand and innovate on the products and services offered through customer feedback and interactions with the different internal teams.
The main responsibilities of a DCCE is to act as the main technical liaison between Genetec and a defined subset of key customers, provide best of class technical support either by email or phone across all of Genetec’s product lines (Video Surveillance, Access Control, LPR, Identity Management).
The DCCE must maintain strong professional relations with the clients and must possess in depth knowledge of each of the assigned client’s environments in order to provide professional and prompt assistance. The DCCE must have extensive knowledge of Genetec products and troubleshooting techniques as well as strong analytical, communication and organizational skills.
The position is based in Australia.
Respond to customer technical requests received directly by phone, email or chat Properly 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 system assessments for assigned strategic customer accounts Conduct regular proactive system diagnostic of clients’ systems Escalate customer related issues through proper channels Collaborate with the Field Engineering, Solution Architect or Project Management teams on various projects Collaborate with R&D; to identify root causes of the client’s issues and prevent further issues Identify improvement opportunities and communicate them through the appropriate channels Write technical documentation and articles
Bachelor’s degree in Computer Sciences, Computer Engineering, Electrical Engineering, or equivalent experience Excellent written and verbal communication skills Possess strong analytical and troubleshooting skills in both hardware and software
Technical knowledge of one or more Genetec products Excellent knowledge of Microsoft Windows Client and Server OS Excellent knowledge of networking principles Knowledge of PowerShell Familiarity and ability to work with Microsoft SQL Various IT/technical certifications (Cisco, Microsoft, CompTIA)
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.
Genetec collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant see the privacy notice for further details.
Genetec does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
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