Customer Service Team Lead managing escalations, quality, schedules, and CSR support. Delivering customer experience solutions for pharmaceutical, healthcare, food, and consumer brands.
About the role
- Spécialiste du support vidéo chez Genetec, résolvant des incidents techniques complexes. Collaboration avec les équipes produit et développement pour améliorer les solutions clients.
Responsibilities
- Investigate, analyze, troubleshoot, and resolve complex technical issues
- Conduct structured root-cause analyses and develop repeatable troubleshooting methodologies
- Collaborate with development, quality assurance, product management, and implementation teams
- Identify software defects, trends, systemic issues, and long-term corrective actions
- Create, maintain, and improve knowledge base articles, troubleshooting guides, diagnostic procedures, and support tools
- Communicate technical findings, troubleshooting steps, and remediation plans
- Maintain detailed case documentation in Genetec systems
- Meet SLA commitments through proactive follow-up and effective case ownership
- Submit bug reports, feature requests, and improvement recommendations
- Participate in the on-call rotation and escalation coverage
- Occasionally provide remote or on-site technical assistance for high-priority issues
- Continuously develop technical expertise
- Take ownership of cases requiring escalation
- Share information and provide technical guidance to other teams
- Contribute to the creation of technical documentation and knowledge base articles
Requirements
- Bachelor’s degree in software engineering, computer engineering, computer science, electrical engineering, or equivalent practical experience
- At least 2 years of experience troubleshooting client/server software applications on Windows and/or Linux in enterprise environments
- Strong analytical mindset and a structured troubleshooting methodology
- Knowledge of software development concepts, debugging techniques, and diagnostic processes
- Strong problem-solving and analytical skills, with keen attention to detail
- Ability to manage multiple priorities, adapt to change, and work under pressure
- Ability to work independently and as part of a team
- Strong written and verbal communication skills
- Ability to work with globally distributed teams
- Fluency in French and English, both spoken and written
- Excellent understanding of software architecture, systems integration, and hardware infrastructure
- Strong knowledge of Wireshark, SSMS, Perfmon, and Procmon
- Excellent understanding of networks and IP protocols (VPN, DNS, DHCP, VLAN, TCP/IP, NTP, etc.)
- Knowledge of TCP/UDP networks, video/audio streaming, video protocols, and camera integration
- Strong understanding of VoIP and/or H.264, H.265/HEVC, AV1, and MJPEG video codecs
- Experience with troubleshooting tools and log analysis
- Experience with SQL databases and query analysis
- Knowledge of server virtualization technologies and enterprise environments
Benefits
- Attractive compensation package
- Training tuition reimbursement program
- Flexible working schedule
- Subsidized meals at the Bistro
- Free, unlimited coffee and fruit
- Free private parking
- On-site fitness center with personal trainer
- Health and wellness workshops
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