About the job
The Technical Support Team Leader is responsible for the effective management of technical support operations, fostering communication among various internal teams (T2, R&D, Pro Services, Customer Services, etc.) throughout LATAM. This role also serves as a pivotal internal coordinator at Genetec, ensuring adherence to processes and engagement with stakeholders.
Your Daily Responsibilities:
Management of Technical Support Operations
- Track and assess team and individual performance metrics (KPIs), including Business Day Resolution (BDR), 1 Week DR, Customer follow-up, Customer Satisfaction (CSAT), etc.
- Promote a collaborative atmosphere within the team for support cases to ensure effective analytical methods are utilized.
- Provide support to key Genetec accounts.
- Transfer analytical and technical troubleshooting skills to support engineers for expedited case resolution.
- Proactively identify task conflicts and organizational changes based on evolving priorities.
- Manage escalations in collaboration with the Customer Experience (CX) Manager.
Coordination of Escalations with R&D, T2, and Project Managers
- Address complex cases and high-priority customers.
- Distribute support resources effectively.
- Facilitate communication and activity coordination between Genetec's functional teams and customers (e.g., Product Management, R&D, Sales, and Sales Engineering) regarding SWAT tasks.
- Engage in risk and impact assessment and mitigation strategies.
- Provide technical feedback to product teams (IPG).
- Contribute actively to reducing SWAT Time to Resolution (TTR) through diligent follow-up.
Team Leadership
- Assist the CX Manager in assessing team and individual performance.
- Ensure adequate product knowledge within the team and recommend training and development actions (coaching, observation, mentoring).
- Participate in the recruitment process.
- Encourage team participation in regular meetings (stand-ups, retrospectives, grooming, etc.).
- Oversee training and onboarding of new team members on tools, systems, and procedures.
- Resolve interpersonal conflicts within the team.
- Dedicate time to mentoring support engineers.
Support Practices and Processes
- Ensure comprehensive knowledge and application of all processes.
- Continuously seek improvements to processes for enhanced efficiency.
- Develop preventive and proactive service strategies.
- Champion best practices in the utilization of management and operational tools (CRM, SWAT, Five9, etc.).
About You:
- Familiarity with Genetec products.
- Understanding of Genetec customer base.
- Proficiency in Windows operating systems.
- Knowledge of IP networking fundamentals.
- Expertise in low-latency electrical circuits.
- Experience with PC configuration and troubleshooting.
- General IT knowledge and skills.

