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about 2 months ago
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Requirements and responsibilities
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 ManagementMonitor 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 adoptedSupport Genetec key accountsTransfer analytical and technical troubleshooting skills to support engineers to help them manage and resolve cases fasterAnticipate task conflicts and organizational changes based on prioritiesManage escalations with CX ManagerEscalation Coordination with R&D, T2 level, Project ManagersHandle the most complex cases and strategic customersAllocate support resources accordinglyCoordinate activities and information flow between Genetec functional teams and customers (e.g., Product Management, R&D, Sales, and Sales Engineering) on SWAT tasksParticipate in risk and impact assessment and mitigationProvide internal technical feedback to product groups (IPG)Actively contribute through close follow-up to reducing SWAT TTRTeam ManagementAssist the CX Manager in evaluating team and individual performanceEnsure the team’s product knowledge level is sufficient and suggest necessary training and actions (coaching, observation, mentoring)Contribute to the hiring processEnsure team members actively participate in scheduled team meetings (stand-ups, retrospectives, grooming, etc.)Responsible for training and onboarding new team members on tools, systems, and proceduresAddress interpersonal issues within the teamDedicate time to mentoring support engineersSupport Practices and ProcessesEnsure all processes are known and appliedStrive to improve processes for greater efficiencyDevelop preventive and proactive servicesEnsure best practices in the use of management and operational tools (CRM, SWAT, Five9, etc.)More about you: Knowledge of Genetec productsKnowledge of Genetec customersKnowledge of Windows operating systemsUnderstanding of IP networking principlesKnowledge of low-latency electrical circuitsKnowledge of PC configuration and troubleshootingGeneral IT knowledgeNetwork knowledge (Switches, Routers, etc.)MCSE, CCNA certifications24/7 availability may be requiredCandidate must be proficient in English, Portuguese, and SpanishLet’s talk perks!Language classesTransportation and food allowancesGym passHealth and Dental planLife InsuranceGenetec is an equal opportunity employer; we strive for diversity and inclusion through our hiring approach, as well as through the training and professional development we provide. We partner with external organizations and implement internal initiatives to offer a welcoming work environment for employees of all backgrounds.
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