1VALET

Systems Engineer

• Serve as the primary technical contact for escalated support requests, ensuring prompt, professional, and effective resolution
• Diagnose and resolve advanced technical issues related to CCTV systems, Access Control platforms, and Intercom systems
• Conduct root cause analysis for recurring issues and develop mitigation strategies
• Provide technical guidance to users via phone, email, and live chat
• Perform remote diagnostics, testing, and system validation for software and hardware installations
• Maintain detailed records of all support interactions within the ticketing system, adhering to SLAs
• Provide remote support via tools such as Remote Desktop Management (RDM) and VPN
• Support and troubleshoot computer networks, including IP addressing, switches, PoE devices, and basic routing
• Work closely with internal teams (Engineering, QA, Product Management, Installation) to address complex technical challenges
• Escalate critical or unresolved issues and keep stakeholders informed throughout the incident lifecycle
• Support deployment of system upgrades, new technology rollouts, and process automation
• Participate in post-mortem reviews and contribute to technical knowledge bases
• Analyze system performance, user behavior, and incident patterns to identify optimization opportunities
• Partner with development teams to define functional requirements and deliver scalable solutions
• Create and maintain documentation including user guides, technical procedures, and troubleshooting manuals

Systems Analyst, Technical Support

Customer Success Manager

• Manage the onboarding and success journey for new clients, including training property management and onboarding residents to the 1VALET smart ecosystem
• Monitor overall system health for new building deployments, in person or virtual
• Manage a book of pre-existing 1VALET clients, facilitating upselling, renewals, and cross-selling
• Account manage new clients from day one until ~60 days across email, phone and chat channels, meeting SLAs
• Help develop omnichannel onboarding and educational materials/tools to drive engagement and satisfaction
• Identify customer needs and take proactive steps to drive stronger CX outcomes (NPS)
• Analyze user feedback and trends and collaborate with Design, Development and Installation teams to inform product improvements
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide solutions and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies and take the extra mile to engage customers
• Track customer experiences across online and offline channels, devices, and touchpoints
• Collaborate with IT developers, production, marketing, and sales teams to enhance customer services and brand awareness
• Inform customers about new product features and functionalities
• Perform product tests and facilitate improvements
• Keep informed of industry trends and new CRM technologies

Customer Success Specialist

• Serve as the primary technical contact for escalated support requests, ensuring prompt, professional, and effective resolution
• Diagnose and resolve advanced technical issues related to CCTV systems (IP/network-based, NVR configurations, video analytics), Access Control platforms (credentialing, door controllers, secure entry), and Intercom systems (IP-based communication platforms, remote entry solutions)
• Conduct root cause analysis for recurring issues, developing mitigation strategies and preventative solutions
• Provide technical guidance to users via phone, email, and live chat, emphasizing clarity and customer service excellence
• Perform remote diagnostics, testing, and system validation for software and hardware installations as required
• Maintain detailed records of all support interactions within the ticketing system, adhering to established SLAs and service quality standards
• Provide remote support via tools such as Remote Desktop Management (RDM) and VPN to troubleshoot and configure client systems securely
• Support and troubleshoot computer networks, including IP addressing, switches, PoE devices, and basic routing
• Work closely with internal teams, including Engineering, QA, Product Management, and Installation, to address complex technical challenges
• Escalate critical or unresolved issues efficiently, ensuring stakeholders are informed throughout the incident lifecycle
• Support the successful deployment of system upgrades, new technology rollouts, and process automation efforts
• Participate in post-mortem reviews and contribute to technical knowledge bases for future reference
• Analyze system performance, user behavior, and incident patterns to identify opportunities for process and system optimization
• Partner with development teams to define functional requirements and deliver scalable, customer-centric technical solutions
• Drive improvements in system reliability and support efficiency, with the goal of reducing incident volume over time
• Create and maintain comprehensive documentation, including user guides, technical procedures, and troubleshooting manuals

Account Manager

• Build and maintain strong relationships with system integrators, distributors, and real estate partners; provide training, joint selling, and technical support to drive adoption
• Prospect, qualify, and close new SaaS contracts with REITs, property managers, developers, and condo boards; deliver product demonstrations and ROI presentations
• Build and manage a healthy pipeline across new construction and retrofit opportunities
• Act as the trusted advisor for clients, ensuring ongoing satisfaction and upsell opportunities; work with Customer Success and Implementation teams for smooth deployments
• Collect market feedback and insights to influence product development and positioning
• Own and execute a territory sales plan for Southwest Ontario; represent 1Valet at industry events, report on performance metrics, forecasting, and competitive intelligence

Territory Manager

• Serve as the primary technical contact for escalated support requests, ensuring prompt, professional, and effective resolution
• Diagnose and resolve advanced technical issues related to CCTV systems, Access Control platforms, and Intercom systems
• Conduct root cause analysis for recurring issues and develop mitigation and preventative solutions
• Provide technical guidance to users via phone, email, and live chat with emphasis on customer service
• Perform remote diagnostics, testing, and system validation for software and hardware installations
• Maintain detailed records of all support interactions within the ticketing system and adhere to SLAs
• Provide remote support via Remote Desktop Management (RDM) and VPN to troubleshoot and configure client systems securely
• Support and troubleshoot computer networks, including IP addressing, switches, PoE devices, and basic routing
• Work closely with internal teams (Engineering, QA, Product Management, Installation) to address complex technical challenges
• Escalate critical or unresolved issues efficiently and keep stakeholders informed
• Support deployment of system upgrades, new technology rollouts, and process automation efforts
• Participate in post-mortem reviews and contribute to technical knowledge bases
• Analyze system performance, user behavior, and incident patterns to identify optimization opportunities
• Partner with development teams to define functional requirements and deliver scalable solutions
• Drive improvements in system reliability and support efficiency to reduce incident volume
• Create and maintain comprehensive documentation, including user guides, technical procedures, and troubleshooting manuals