Team Leader / Jefe De Equipo / Líder De Equipe - Technical Support

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 escalations with CX ManagerEscalation Coordination with R&D, T2 level, Project Managers- Handle the...