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 with CX Manager
Escalation Coordination with R&D, ...