Technical Support Agent assisting clients with technical issues and inquiries. Responsible for troubleshooting software, hardware, and networking problems while ensuring high customer satisfaction.
About the role
- Technical Support Engineer for Genetec in Paris or Orléans. Handling technical queries and building trust with clients in EMEA.
Responsibilities
- Understand Genetec's service contract levels.
- Respond to customers' technical inquiries and ensure their resolution within agreed timeframes.
- Represent the company professionally and build trusting relationships with customers.
- Occasionally perform on-site visits for technical services.
- Draft technical documents and articles about recurring incidents.
- Escalate customer issues through the appropriate channels.
Requirements
- Degree in Computer Science, Electronics or equivalent experience.
- Ability to analyze and resolve problems and to make decisions quickly.
- Capacity to collaborate and promote internal communication.
- Ability to create and maintain trusting relationships with customers.
- Flexible and adaptable mindset when facing complex situations.
- Professional proficiency in English, Spanish and French.
- Knowledge of an additional language is a major asset.
- Previous experience in technical support or customer service is appreciated.
- Good knowledge of Windows operating systems and their core components.
- Experience configuring and troubleshooting network equipment (switches, routers).
- Strong understanding of networking principles, protocols and storage solutions.
- Familiarity with server virtualization and client/server architecture.
- Proficiency in access control (readers, UTL, cabling, etc.).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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