Job Description

Job overview:

The Technical Support Team Leader oversees the proper management of technical support operations, facilitates communication between internal teams (T2, R&D, Pro Services, Customer Services, etc.) across LATAM, and also acts as an internal Genetec coordinator for process compliance and stakeholder engagement.

What your day will look like:

Technical Support Operations Management

  • Monitor team and individual performance indicators (KPIs): Level 1 focus: 1BDR (Business Day Resolution), 1 Week DR, Customer follow-up, CSAT, etc.
  • Encourage a collaborative approach within the team on support cases to ensure the correct analytical approach is adopted
  • Support Genetec key accounts
  • Transfer analytical and technical troubleshooting skills to support engineers to help them manage and resolve cases faster
  • Anticipate task conflicts and organizational changes based on priorities
  • Manage escalations...

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