Product Support Specialist

As a Product Support Specialist at Genetec, you will handle incoming customer calls, tickets, and chats to troubleshoot technical issues with our products. Your role will include analyzing and resolving customer problems, documenting interactions in our CRM, and collaborating with other team members to ensure all issues are addressed efficiently. You will also build virtual environments for training and testing, which is essential for replicating customer issues.

To qualify for the Product Support Specialist position at Genetec, you should possess a technical degree or equivalent experience in IT or electronics. Additionally, strong analytical and troubleshooting skills are necessary, along with a clear understanding of networking principles, Microsoft Windows Servers, and SQL databases. Fluency in both English and Spanish is also required for this international customer service role.

Yes, experience in IT or technical troubleshooting is essential for the Product Support Specialist role at Genetec. We prefer candidates with at least 2 years of relevant experience in a technical support environment, where you would have honed your troubleshooting skills and gained valuable exposure to various technologies.

For a Product Support Specialist at Genetec, essential technical skills include proficiency with TCP, IP, UDP protocols, and SQL databases. Familiarity with tools like Wireshark for packet sniffing, Microsoft Windows Sysinternals, and Active Directory is highly advantageous. Knowledge of IP Video surveillance technology and certifications such as CompTIA A+, Network+, or CCNA would further enhance your qualifications.

The work environment for Product Support Specialists at Genetec is dynamic and fast-paced. You can expect to work on a shift rotation that may include evenings until 8:00 PM and holidays, as customer support requirements dictate. The culture is collaborative and supportive, allowing you to thrive while contributing to a positive customer experience.

When answering this question, provide specific examples from your past roles where you successfully identified and resolved technical issues. Highlight your analytical approach, the tools you used, and how your actions impacted customer satisfaction.

Demonstrate your ability to remain calm under pressure by sharing a situation in which you effectively managed a stressful customer interaction. Explain the techniques you use to stay focused and how you prioritize problem resolution.

Discuss the importance of active listening and asking clarifying questions. Share a method you utilize to gather information and confirm your understanding before proceeding with troubleshooting.

Identify the technologies relevant to the Product Support Specialist role. Talk about your experience with networking protocols, databases, and any other relevant systems. Show enthusiasm for learning new technologies as well.

In your response, provide a clear scenario where you recognized the need for escalation. Explain the steps you took, how the issue was communicated, and the outcome.

Talk about the methods you employ to keep your knowledge current, such as attending training sessions, utilizing company resources, or participating in industry forums. Show your commitment to ongoing learning.

Discuss your approach to documenting customer interactions, including how you ensure accuracy and detail. Mention any tools or systems you've used in the past for tracking support cases.

List any relevant certifications you possess, such as CompTIA A+, Network+, or CCNA. Explain how these certifications enhance your ability to deliver effective support and contribute positively to the team.

Outline a strategy for de-escalating customer frustration. Emphasize empathy, active listening, and your commitment to resolving their issue while maintaining a professional demeanor.

Share your motivation behind applying for this position specifically at Genetec. Mention aspects of the company's culture, values, and the innovative nature of its products that resonate with you.