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 escalat...