[Hiring] Team Leader - Technical Support @Genetec

Role Description

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.

Qualifications

• 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, CCNA certifications
• 24/7 availability may be required
• Candidate must be proficient in English, Portuguese, and Spanish

Requirements

• 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.

Benefits

• Language classes
• Transportation and food allowances
• Gym pass
• Health and Dental plan
• Life Insurance