Job Description
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 ...