Offer summary

Qualifications:

Technical degree (DEC) or certification in IT/Electronics, or equivalent experience., Bilingual in Spanish and English, both verbal and written., Excellent analytical and troubleshooting skills with a sound judgment under pressure., 2+ years of experience in IT/technical troubleshooting or technical support environment..

Key responsabilities:

Handle incoming calls, online tickets, and chats to assist customers.

Analyze and troubleshoot customer technical issues of varying complexity.

Document all customer interactions in the CRM and ensure incidents are resolved per SLA.

Collaborate with team members and escalate unresolved issues as necessary.

Job description

*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.

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