Technical Support Specialist at Genetec | Montreal, Quebec

Team Dynamics:As a Technical Support Specialist, you will be part of a vibrant team of talented professionals providing exceptional technical support to Genetec clients for Omnicast products (video). Your troubleshooting skills will be essential in addressing customer inquiries via phone, online portal, or chat. You will contribute to a collaborative environ…

Position Overview:As a Product Support Specialist at Genetec, you will join a vibrant team committed to delivering exceptional technical assistance to our clients for our cutting-edge video surveillance, access control, and license plate recognition products. Utilizing your technical troubleshooting skills, you will address product-related issues reported via phone, online portal, or live chat. Your collaborative spirit will be essential in fostering a positive experience for our valued customers.Your comprehensive onboarding process will be supported by experienced colleagues and your team leader, ensuring you have the tools necessary for success in your new role.Your Daily Responsibilities:Manage incoming calls, online tickets, and live chat inquiriesAnalyze and resolve complex technical issues faced by customersCreate and utilize virtual environments to train, test, and replicate customer setupsAccurately document all issues and customer interactions in our CRMEnsure all reported incidents are resolved in accordance with Genetec's SLACollaborate with team members and software delivery specialistsEscalate unresolved issues to higher levels of support when necessaryWhat Makes You a Great Fit:Technical diploma (DEC), IT/electronics certification, or equivalent professional experienceStrong analytical and troubleshooting skillsAbility to exercise sound judgment and make decisions under pressureProfessionalism and confidence in fast-paced environmentsAvailability to work rotating shifts until 8 PM and on holidays as neededFluency in both French and English, spoken and written (this role involves interactions with international collaborators and clients)Your Technical Expertise:Networking principles with a solid understanding of TCP/IP and UDP protocolsExperience with MS SQL databases (structure and queries)Microsoft Windows servers and Sysinternals utilitiesLinux architecture and systemsHardware troubleshooting skillsExperience using Active DirectoryFamiliarity with packet analysis tools (e.g., Wireshark)Preferred Qualifications:Experience in the field of video surveillance or related technology

Join Our Dynamic Team:At Genetec, our dedicated team of Delivery and Support Specialists is committed to providing exceptional technical expertise and assistance across the organization. We collaboratively develop solutions for our clients’ systems facing a variety of challenges.Your Training Journey:Your onboarding will include virtual training sessions delivered by our training team, followed by one-on-one sessions with each team member to delve into our advanced troubleshooting techniques. To ensure your success, daily and weekly meetings will be scheduled with your direct supervisor.Your Day at a Glance:Identify and manage escalated cases that are technically complex, strategic, or of high visibility and duration.Utilize performance analysis and troubleshooting tools (Sysinternals, PerfMon, Wireshark, PowerShell, SSMS, etc.).Collaborate with the R&D team to resolve technical issues.Maintain open communication with our clients while conducting root cause analysis.Assist other teams within the organization by sharing knowledge and providing technical guidance.Contribute to the creation of technical documentation and articles for the knowledge base.Participate in the Proactive team rotation to monitor and respond to alerts in Genetec's SaaS environment, ensuring rapid issue resolution.Be part of the on-call rotation for urgent client requests requiring 24/7 support.What Makes You an Ideal Candidate:Driven by challenges and complex questions.Strong analytical and troubleshooting skills.Able to multitask while effectively prioritizing responsibilities.Exhibits a strong sense of urgency and a desire to learn.Team-oriented with the ability to work independently.Proficient with software in a dynamic environment.Fluent in both French and English, spoken and written (this role requires interaction with our international partners and clients).Additional Assets:Knowledge of C# or a similar language.PowerShell scripting experience.Debugging skills with Visual Studio.Understanding of Kubernetes.Proficiency in Spanish.What We Offer:Attractive compensation package.Training reimbursement program.Subsidized meals at our fantastic Bistro (Les Cordons Bleus).Work-life balance initiatives.

Welcome! Thank you for visiting us Are you actively seeking a new opportunity? Or are you just browsing the market? Well… you’re in the right place!We are on the lookout for a Bilingual Support Specialist to provide frontline technical assistance and advice to merchants using our point-of-sale platform. While adhering to established procedures and defined support structures, our specialists leverage their technical knowledge and problem-solving skills to identify incidents, determine root causes, and guide clients towards effective solutions. Frontline support specialists develop foundational expertise on Lightspeed products and acquire the technical judgment necessary to assist with increasingly complex merchant issues.Your Responsibilities:Provide technical support through all channels (chat, phone, email), assisting merchants in product usage and troubleshootingGo beyond apparent symptoms to diagnose root causes. You will analyze system behaviors, logs, and apply structured logic to resolve complex interdependencies between hardware and software.Interpret customer workflows and their business contexts to understand the impact of product configurations and operational processes on system performance.Utilize your knowledge of POS systems, back-office functions, and third-party integrations to support clients facing advanced technical challenges.Demonstrate discernment in high-pressure situations by autonomously determining the most effective troubleshooting path, balancing technical documentation with immediate client operational needs.Clearly document troubleshooting steps, observations, and results to ensure accurate case tracking and continuity between teams.Escalate complex technical issues according to defined procedures when in-depth system analysis is required.Keep your knowledge up to date on product features, support tools, and operational processes through continuous training.Provide exceptional customer service using strong interpersonal skills.

Join our team at Lightspeed! We are seeking a passionate Bilingual Support Specialist (French) to deliver exceptional technical support to our merchants utilizing our Point of Sale platform. In this vital role, you will employ your technical expertise and problem-solving abilities to diagnose issues, uncover root causes, and guide our customers toward effective solutions. As a frontline Support Specialist, you will build foundational knowledge across Lightspeed’s products and enhance your judgment to tackle increasingly complex scenarios.Key Responsibilities:Deliver technical support through various channels including Chat, Phone, and Email while assisting merchants with product usage and troubleshooting.Diagnose underlying issues by evaluating system behavior and applying logical reasoning to solve intricate hardware and software dependencies.Understand and interpret customer workflows to assess how product configurations affect system performance.Utilize your technical knowledge of POS systems, back-office functionalities, and third-party integrations to assist customers in navigating technical challenges.Demonstrate sound judgment in high-pressure situations, efficiently determining troubleshooting paths that balance technical documentation with customer needs.Document all troubleshooting steps and outcomes to ensure accurate case tracking and continuity across teams.Follow escalation procedures for complex technical issues requiring deeper investigation.Stay informed on product features and operational processes through ongoing training and learning.Exhibit excellent customer service by utilizing soft skills and empathetic communication during interactions.Additional Contributions:Identify recurring issues and gaps in documentation to improve the support experience.Collaborate with internal teams to ensure customer issues are thoroughly understood and resolved.Engage in ongoing learning initiatives to expand product knowledge and service capabilities.

Hello! We're thrilled you're here At Lightspeed, we're on the lookout for a Bilingual Support Specialist (French) to join our dedicated team. This role involves providing exceptional technical support and guidance to merchants utilizing our innovative Point of Sale platform. Working within established protocols, you will leverage your technical expertise and problem-solving abilities to identify issues, uncover root causes, and assist customers in achieving effective solutions. You will cultivate a deep understanding of Lightspeed products, equipping you to tackle increasingly complex merchant challenges.Your Responsibilities Include:Deliver technical support across various channels, including chat, phone, and email, assisting merchants with product usage and troubleshooting.Diagnose root causes by analyzing system behaviors and logs, applying structured logic to resolve intricate hardware and software interdependencies.Interpret customer workflows to understand how product configurations and operations may affect system performance.Utilize your technical knowledge of POS systems and third-party integrations to navigate customers through complex technical challenges.Exercise sound judgment in high-pressure situations, determining the most efficient troubleshooting path while balancing technical documentation and customer needs.Document troubleshooting steps and outcomes clearly to ensure accurate case tracking and seamless continuity across teams.Escalate complex issues as per defined procedures when in-depth system investigations are necessary.Stay informed about product features and support tools through continuous learning and training.Provide outstanding customer service by demonstrating empathy and using effective communication skills.Additionally, You Will:Contribute to enhancing the support experience by identifying recurring issues and opportunities for process improvements.Collaborate with internal teams to ensure customer issues are fully understood and effectively addressed.

Join Medfar as a Technical Support Advisor, where you will play a crucial role in assisting our clients with their technical inquiries and issues. You will provide exceptional customer service and technical support, ensuring clients have a seamless experience with our solutions.

Join Medfar as a Technical Support Team Leader, where you'll lead a dedicated team in providing top-notch customer support. This is a fantastic opportunity for individuals eager to start their career in a dynamic environment. You will be instrumental in troubleshooting customer inquiries, managing support tickets, and ensuring customer satisfaction.

Join Our Dynamic Team:Are you eager to kickstart your career in technical support but lack the necessary technical skills? The Genetec Support Academy is a career advancement program designed for individuals interested in becoming part of our Level 1 Technical Support team. Engage in our comprehensive training program that will easily guide you into a fulfilling and challenging role!Our technical support team collaborates with Genetec clients to troubleshoot and resolve product-related issues via phone, online chat, or email. Become part of our collaborative environment, where you can enjoy opportunities for professional growth and make a positive impact on our clients' daily experiences.Your Day at a Glance: Enhance your technical skills through an official training program covering topics such as Windows administration, networking, databases, virtualization, cloud computing, cybersecurity, and more. Participate in virtual meetings, trainings, and workshops led by experienced technical trainers. Work with cutting-edge and innovative technologies in the physical security sector. Earn certification on Genetec products to deepen your knowledge. Qualities of an Ideal Candidate: Excellent communication skills in both French and English; additional languages are a plus. Analytical mindset with the ability to work confidently and professionally in a dynamic environment. Passionate about technology, resourceful, and possessing an empathetic approach. Preferred Qualifications: Experience with ticketing systems. Prior experience in handling customer calls. Basic understanding of electronics and electricity. What We Offer: Attractive compensation package. Training cost reimbursement program. Subsidized meals at our amazing Bistro (Les Cordons Bleus). Work-life balance through a flexible schedule. Unlimited free coffee. Free parking for all employees. On-site fitness center. We recognize that diverse backgrounds and experiences greatly enhance our teams. Even if you don't meet every qualification, we encourage you to apply—your profile might surprise us!Thank you for your application; however, please note that only candidates selected for an interview will be contacted.

Join our dynamic team as an Application Support Specialist!If you reside in the Greater Montreal area and are passionate about technology and customer satisfaction, this role is for you. Initially, you will be required to work on-site for the first three months, transitioning to a hybrid model with 3 to 4 days in the office thereafter.This position is part of Consoltec, a key member of the XTM family, dedicated to providing innovative solutions in linguistic project management. Our flagship product, FlowFit, empowers translation companies and linguistic services with cutting-edge technology.XTM Group is committed to enhancing localization processes globally, delivering top-tier platforms that streamline translation management. Our corporate culture fosters teamwork and collaboration, with a strong emphasis on inclusivity and the value of every employee's contribution. Our core values propel us towards our vision of being the premier Translation Management System (TMS) provider for enterprises.In this role, you will be responsible for offering exceptional technical support to our clients through various channels, including Jira Service Management, live chat, phone calls, and video conferencing. You will troubleshoot technical issues, propose improvements, and collaborate closely with the IT department on projects, including feature enhancements and updates for the FlowFit TBMS product.Key Responsibilities:Oversee the progress of incident resolution, ensuring timely completion.Communicate status updates to relevant stakeholders.Uphold customer satisfaction by providing prompt and effective support.Maintain detailed records of operational tasks and monitor their execution.Contribute to the enrichment of our knowledge base with updated procedures and operational instructions.Implement and maintain standardized methods and procedures for optimal efficiency.Ensure compliance with audit, quality, and safety standards.Support Duties:Address customer inquiries regarding incidents, service requests, and general information.Provide expert technical guidance on our FlowFit TBMS system.Document problem resolutions and contribute to knowledge sharing.

Your Day at a Glance:As a Technical Response Specialist at Genetec Inc., you will work closely with proposal managers, content teams, and subject matter experts (SMEs) to craft clear and precise responses to technical inquiries from both internal and external stakeholders. Your focus will be on security, privacy, and regulatory compliance. You will play a crucial role in ensuring that all technical information provided in proposals, questionnaires, and other communications is consistent, well-documented, and adheres to company standards. Your core responsibilities will include:Responding to security questionnaires submitted to the bid team, ensuring that responses are accurate, consistent, and meet the company’s security and compliance standards.Keeping your knowledge up-to-date on Genetec’s products, platform features, and internal security and compliance policies, while staying informed about developments in cybersecurity, privacy regulations, and industry best practices.Collaborating with the content team to identify, collect, and proactively develop reusable security and compliance content to enhance the proposal content library.Assisting proposal managers in completing the security sections of bids and responses, ensuring submissions are timely and of high quality.Building and maintaining strong working relationships with SMEs across various departments to gather technical insights and validate responses.Working closely with the content management team to ensure security-related content is accurate, current, easily accessible, and clearly articulated.Participating in client calls or meetings as necessary to clarify security-related questions and provide technical context to support the bidding or proposal process.

Join Medfar as a Technical Support Team Leader and play a pivotal role in delivering exceptional customer service! We are looking for a dedicated individual who is eager to lead our technical support team in providing top-notch solutions to our clients. Your leadership will empower team members to deliver efficient, effective, and professional support, ensuring customer satisfaction and loyalty.

Your Team Dynamics:The Dedicated Client Care Specialist serves as a crucial link between Genetec and a select group of significant clients. Your primary responsibility is to deliver exceptional technical support, whether through email, phone, or on-site, pertaining to all Genetec products including video surveillance, access control, and automatic license plate recognition.You will cultivate strong professional relationships with your client group, gaining in-depth knowledge of their work environments to provide swift and professional technical assistance. Mastery of Genetec products and troubleshooting techniques, alongside solid analytical, communication, and organizational skills, is essential.Your Day at a Glance:Resolve client technical issues directly via phone and emailAccurately log all issues in Genetec's CRM system, Clarizen, and the client's SharePoint siteEnsure all reported incidents are addressed in accordance with Genetec's service level agreementsConduct periodic management assessments via conference calls for each of the strategic accountsCarry out annual on-site or remote evaluations of strategic client systemsPerform regular diagnostic reviews of client systems and follow up with comprehensive diagnostic reportsEscalate client issues through appropriate channelsCollaborate with field engineers, solution architects, or project managers as part of a professional development planDraft technical documentation and articlesWhat Makes You an Excellent Candidate:Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent experienceFluent in both French and English, with strong verbal and written communication skills (the role involves interaction with international colleagues and clients)Excellent communication abilities, both oral and writtenThorough knowledge of Genetec products with at least one year of experience in customer support for GenetecOutstanding analytical and troubleshooting skills for hardware and softwareAble to manage multiple tasks simultaneously, employing an iterative approach and adapting to shifting prioritiesYour Technical Expertise:Strong understanding of Windows 8 and 10 and Windows ServerExcellent knowledge of networking principles and IP protocols...

Join our dynamic team at info-ways as a Desktop Support Engineer, where you will be pivotal in providing top-notch technical assistance to our users. You will be responsible for troubleshooting hardware and software issues, ensuring that our systems run smoothly and efficiently.In this role, you will work closely with other IT professionals to deliver exceptional desktop support, maintain inventory, and implement solutions that enhance user experience. Your expertise will help us maintain our commitment to service excellence.

Role Overview Nuvei is hiring a Bilingual Merchant Support Specialist to join its team in Montreal, Quebec, or remotely from anywhere in Canada. This position requires complete fluency in both French and English. Candidates based in Montreal or Ste-Catherine may work in a hybrid model; those elsewhere in Canada will work fully remote. About Nuvei Nuvei is a Canadian fintech company supporting businesses worldwide with payment processing solutions. The company offers a modular technology platform that helps clients accept next-generation payments, manage payouts, and access services such as card issuing, banking, risk management, and fraud protection. Nuvei operates in over 200 markets, provides local acquiring in 47 regions, and supports 586 alternative payment methods. What You Will Do Work scheduled shifts to deliver 24/7 support to merchants. Respond to inbound calls for customer service and technical support. Use documentation and support tools to provide accurate assistance. Manage critical or sensitive situations with professionalism and care. Resolve merchant inquiries promptly and effectively. Spot and report trends to support ongoing improvement. Take on additional tasks that contribute to merchant satisfaction and company goals. What We’re Looking For Strong team player with a sense of accountability. Delivers high-quality work consistently. Follows documented processes and seeks solutions when needed. Motivated to learn and grow professionally. Excellent at solving problems. Holds a high school diploma or equivalent. Fluent in both French and English (required).

Mistplay creates a loyalty app for mobile gamers, offering a platform where millions discover new games and earn rewards that can be redeemed for gift cards. The company aims to make mobile gaming more engaging and rewarding. The app is available on the Google Play Store. Connect with Mistplay on Instagram, Twitter, and Facebook. Work Model and Location This position is based in Montreal. Mistplay follows a hybrid work model in Canada, with team members attending the office at 1001 Blvd. Robert-Bourassa two days per week. Role overview The IT Support Specialist plays a key part in shaping the employee experience within a fully macOS and SaaS-based environment. This role manages Help Desk operations and serves as the main contact for IT support and questions. The main objective is to ensure technology runs smoothly for all team members.

Join Acumatica as an Application Support Specialist where you will play a pivotal role in delivering exceptional support to our clients. This position focuses on troubleshooting and resolving application-related issues while ensuring customer satisfaction. If you are passionate about technology and customer service, we want to hear from you!

Join our dynamic team at System Canada Technologies as a Level 3 Windows Help Desk Support professional. In this role, you will provide advanced technical support to our clients, troubleshooting and resolving complex issues related to Windows operating systems and applications.Your expertise will be essential in ensuring seamless operation and satisfaction among our users. If you are passionate about technology and dedicated to delivering exceptional service, we want to hear from you!

Join our dynamic team at info-ways as a Unix Production Support Specialist. In this role, you will be responsible for providing expert support and troubleshooting for Unix-based systems. Leverage your skills in system administration to ensure optimal performance and reliability of our production environment.

Join Emco Corporation as a Sales Support Specialist, where you will play a key role in ensuring our sales team is equipped to provide exceptional service to our clients. In this dynamic position, you will support various sales processes, manage customer inquiries, and collaborate with team members to drive sales success.Your responsibilities will include maintaining accurate records, assisting with sales reports, and providing administrative support to enhance operational efficiency.