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, T2 level, Project Managers
- Handle the most complex cases and strategic customers
- Allocate support resources accordingly
- Coordinate activities and information flow between Genetec functional teams and customers (e.g., Product Management, R&D, Sales, and Sales Engineering) on SWAT tasks
- Participate in risk and impact assessment and mitigation
- Provide internal technical feedback to product groups (IPG)
- Actively contribute through close follow-up to reducing SWAT TTR
Team Management
- Assist the CX Manager in evaluating team and individual performance
- Ensure the team’s product knowledge level is sufficient and suggest necessary training and actions (coaching, observation, mentoring)
- Contribute to the hiring process
- Ensure 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 procedures
- Address interpersonal issues within the team
- Dedicate time to mentoring support engineers
Support Practices and Processes
- Ensure all processes are known and applied
- Strive to improve processes for greater efficiency
- Develop preventive and proactive services
- Ensure best practices in the use of management and operational tools (CRM, SWAT, Five9, etc.)
More about you:
- Knowledge of Genetec products
- Knowledge of Genetec customers
- Knowledge of Windows operating systems
- Understanding of IP networking principles
- Knowledge of low-latency electrical circuits
- Knowledge of PC configuration and troubleshooting
- General IT knowledge
- Network knowledge (Switches, Routers, etc.)
- MCSE, CCN