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...