Qureos Mentor

GENETEC

<div>Your team&rsquo;s dynamic:
The role of the Dedicated Client Care Specialist is to act as the dedicated liaison between Genetec and a defined subset of key customers. Your main responsibility is to provide best of class Technical Support either by email, phone or onsite at the customer&rsquo;s premises across all of Genetec&rsquo;s product lines (Video Surveillance, Access Control &amp; LPR).
You must maintain strong professional relations with your customer group and possess in depth knowledge of each of your assigned customer&rsquo;s environments in order to provide professional and prompt technical assistance. You must have extensive knowledge of Genetec products and troubleshooting techniques as well as strong analytical, communication and organizational skills.
Your day at a glance:<ul><li>
Respond to customer technical issues received directly by phone and email</li><li>
Document all customer issues in the Genetec CRM, Clarizen and dedicated client SharePoint site</li><li>
Ensure that all reported incidents are addressed according to Genetec&rsquo;s SLA</li><li>
Provide periodic management review conference calls with each strategic account</li><li>
Provide yearly on-site or remote system assessment for assigned strategic customer accounts</li><li>
Conduct regular proactive system diagnostic of clients&rsquo; system and follow-up with a complete diagnostic report</li><li>
Escalate customer related issues through proper channels</li><li>
Participate in Field Engineering, Solution Architect or Project Management teams as part of a career development plan</li><li>
Write technical documentation and articles</li></ul>
What makes you a great fit:<ul><li>
Bachelor&rsquo;s degree in Computer Sciences, Computer Engineering, Electrical Engineering or equivalent experience</li><li>
Excellent written and verbal communication skills</li><li>
Excellent knowledge of Genetec products with at least 1 year experience supporting Genetec products</li><li>
Possess strong analytical and troubleshooting skills in both hardware and software</li><li>
Able to multitask, work iteratively and adjust priorities of work</li></ul>
Your technical Expertise:<ul><li>
Excellent knowledge of Windows 8 and 10 &amp; Windows server</li><li>
Excellent knowledge of networking principles and the IP protocol</li><li>
Experience with PC configuration and troubleshooting on Windows operating system</li><li>
Experience with networking equipment configuration and troubleshooting</li></ul>
An asset if you have:<ul><li>
Knowledge of Spanish or other languages</li><li>
Experience working with SQL databases</li><li>
MCSE and/or CCNA certification</li></ul>
Let&rsquo;s talk perks!<ul><li>
Attractive compensation package with 401K match</li><li>
Training Tuition Reimbursement Program</li><li>
Work-life balance with a flexible working schedule</li></ul>
We know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us!
Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resum&eacute;s/CVs through this Web site or directly to managers. 
Requirements</div>

Dedicated Client Care Specialist

<div>Job overview:
The Technical Support Team Leader oversees the proper management of technical support operations, facilitates communication between internal teams (T2, R&amp;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
<ul><li>Monitor team and individual performance indicators (KPIs): Level 1 focus: 1BDR (Business Day Resolution), 1 Week DR, Customer follow-up, CSAT, etc.
</li><li>Encourage a collaborative approach within the team on support cases to ensure the correct analytical approach is adopted
</li><li>Support Genetec key accounts
</li><li>Transfer analytical and technical troubleshooting skills to support engineers to help them manage and resolve cases faster</li><li>
Anticipate task conflicts and organizational changes based on priorities</li><li>
Manage escalations with CX Manager
</li></ul>Escalation Coordination with R&amp;D, T2 level, Project Managers
<ul><li>Handle the most complex cases and strategic customers</li><li>
Allocate support resources accordingly
</li><li>Coordinate activities and information flow between Genetec functional teams and customers (e.g., Product Management, R&amp;D, Sales, and Sales Engineering) on SWAT tasks</li><li>
Participate in risk and impact assessment and mitigation</li><li>
Provide internal technical feedback to product groups (IPG)</li><li>
Actively contribute through close follow-up to reducing SWAT TTR</li></ul>
Team Management
<ul><li>Assist the CX Manager in evaluating team and individual performance</li><li>
Ensure the team&rsquo;s product knowledge level is sufficient and suggest necessary training and actions (coaching, observation, mentoring)</li><li>
Contribute to the hiring process</li><li>
Ensure team members actively participate in scheduled team meetings (stand-ups, retrospectives, grooming, etc.)</li><li>
Responsible for training and onboarding new team members on tools, systems, and procedures</li><li>
Address interpersonal issues within the team</li><li>
Dedicate time to mentoring support engineers</li></ul>
Support Practices and Processes
<ul><li>Ensure all processes are known and applied</li><li>
Strive to improve processes for greater efficiency</li><li>
Develop preventive and proactive services</li><li>
Ensure best practices in the use of management and operational tools (CRM, SWAT, Five9, etc.)</li></ul>
More about you:
<ul><li>Knowledge of Genetec products
</li><li>Knowledge of Genetec customers
</li><li>Knowledge of Windows operating systems
</li><li>Understanding of IP networking principles
</li><li>Knowledge of low-latency electrical circuits
</li><li>Knowledge of PC configuration and troubleshooting
</li><li>General IT knowledge
</li><li>Network knowledge (Switches, Routers, etc.)
</li><li>MCSE, CCNA certifications
</li><li>24/7 availability may be required
</li><li>Candidate must be proficient in English, Portuguese, and Spanish
</li></ul>Let&rsquo;s talk perks!<ul><li>
Language classes</li><li>
Transportation and food allowances</li><li>
Gym pass</li><li>
Health and Dental plan</li><li>
Life Insurance</li></ul>
Genetec is an equal opportunity employer; we strive for diversity and inclusion through our hiring approach, as well as through the training and professional development we provide. We partner with external organizations and implement internal initiatives to offer a welcoming work environment for employees of all backgrounds.
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Descripci&oacute;n del puesto:
El jefe del equipo de asistencia t&eacute;cnica supervisa la gesti&oacute;n adecuada de las operaciones de asistencia t&eacute;cnica, facilita la comunicaci&oacute;n entre los equipos internos (T2, I+D, Servicios Profesionales, Atenci&oacute;n al Cliente, etc.) en toda Latinoam&eacute;rica y act&uacute;a adem&aacute;s como coordinador interno de Genetec en materia de cumplimiento de procesos y colaboraci&oacute;n con las partes interesadas.
C&oacute;mo ser&aacute; tu d&iacute;a a d&iacute;a:
Gesti&oacute;n de operaciones de soporte t&eacute;cnico<ul><li>
Supervisar los indicadores clave de rendimiento (KPI) del equipo y de cada empleado: En el nivel 1, se presta especial atenci&oacute;n a: resoluci&oacute;n en un d&iacute;a laborable (1BDR), resoluci&oacute;n en una semana (1 Week DR), seguimiento de clientes, &iacute;ndice de satisfacci&oacute;n del cliente (CSAT), etc.
</li><li>Fomentar un enfoque colaborativo dentro del equipo en los casos de soporte para garantizar que se adopta el enfoque anal&iacute;tico correcto
</li><li>Dar soporte a las cuentas clave de Genetec
</li><li>Transmitir habilidades anal&iacute;ticas y de resoluci&oacute;n de problemas t&eacute;cnicos a los ingenieros de soporte para ayudarles a gestionar y resolver los casos m&aacute;s r&aacute;pidamente</li><li>
Anticipar conflictos de tareas y cambios organizativos en funci&oacute;n de las prioridades</li><li>
Gestionar las escalaciones con el responsable de CX
</li></ul>Coordinaci&oacute;n de escalaciones con I+D, nivel T2 y jefes de proyecto
<ul><li>Gestionar los casos m&aacute;s complejos y los clientes estrat&eacute;gicos</li><li>
Asignar los recursos de soporte adecuadamente</li><li>
Coordinar las actividades y el flujo de informaci&oacute;n entre los equipos funcionales de Genetec y los clientes (por ejemplo, Gesti&oacute;n de Productos, I+D, Ventas e Ingenier&iacute;a de Ventas) en las tareas del SWAT</li><li>
Participar en la evaluaci&oacute;n y mitigaci&oacute;n de riesgos e impactos</li><li>
Proporcionar feedback t&eacute;cnico interno a los grupos de producto (IPG)</li><li>
Contribuir activamente, mediante un seguimiento exhaustivo, a reducir el TTR del SWAT</li></ul>
Gesti&oacute;n del equipo
<ul><li>Ayudar al responsable de CX a evaluar el rendimiento del equipo y de cada miembro</li><li>
Asegurarse de que el nivel de conocimiento del producto por parte del equipo sea el adecuado y sugerir la formaci&oacute;n y las medidas necesarias (coaching, observaci&oacute;n, tutor&iacute;a)</li><li>
Colaborar en el proceso de selecci&oacute;n de personal</li><li>
Asegurarse de que los miembros del equipo participen activamente en las reuniones programadas (reuniones diarias, retrospectivas, grooming, etc.)</li><li>
Responsable de la formaci&oacute;n y la incorporaci&oacute;n de nuevos miembros del equipo en herramientas, sistemas y procedimientos</li><li>
Abordar los problemas interpersonales dentro del equipo</li><li>
Dedicar tiempo a la tutor&iacute;a de los ingenieros de soporte</li></ul>
Pr&aacute;cticas y procesos de soporte
<ul><li>Asegurarse de que se conozcan y apliquen todos los procesos</li><li>
Esforzarse por mejorar los procesos para lograr una mayor eficiencia</li><li>
Desarrollar servicios preventivos y proactivos</li><li>
Garantizar las mejores pr&aacute;cticas en el uso de herramientas de gesti&oacute;n y operativas (CRM, SWAT, Five9, etc.)</li></ul>
Un poco m&aacute;s sobre ti:<ul><li>
Conocimiento de los productos de Genetec
</li><li>Conocimiento de los clientes de Genetec
</li><li>Conocimiento de los sistemas operativos Windows
</li><li>Comprensi&oacute;n de los principios de las redes IP
</li><li>Conocimiento de circuitos el&eacute;ctricos de baja latencia
</li><li>Conocimiento de la configuraci&oacute;n y resoluci&oacute;n de problemas de PC
</li><li>Conocimientos generales de TI
</li><li>Conocimientos de redes (conmutadores, enrutadores, etc.)
</li><li>Certificaciones MCSE y CCNA
</li><li>Puede ser necesaria disponibilidad las 24 horas del d&iacute;a, los 7 d&iacute;as de la semana
</li><li>El candidato debe dominar el ingl&eacute;s, el portugu&eacute;s y el espa&ntilde;ol
</li></ul>&iexcl;Hablemos de beneficios!<ul><li>
Clases de idioma</li><li>
Asignaciones para transporte y alimentaci&oacute;n</li><li>
Pase de gimnasio</li><li>
Plan de salud y dental</li><li>
Seguro de Vida</li></ul>
Genetec es un empleador que ofrece igualdad de oportunidades, nos esforzamos por lograr la diversidad y la inclusi&oacute;n a trav&eacute;s de nuestro enfoque de contrataci&oacute;n, as&iacute; como de la capacitaci&oacute;n y el desarrollo profesional que brindamos. Nos asociamos con asociaciones externas e implementamos iniciativas internas para brindar un ambiente de trabajo acogedor para empleados de todos los or&iacute;genes.
-
Vis&atilde;o geral da vaga:
O l&iacute;der da equipe de suporte t&eacute;cnico supervisiona a gest&atilde;o adequada das opera&ccedil;&otilde;es de suporte t&eacute;cnico, facilita a comunica&ccedil;&atilde;o entre as equipes internas (T2, P&amp;D, Servi&ccedil;os Profissionais, Atendimento ao Cliente, etc.) em toda a Am&eacute;rica Latina e tamb&eacute;m atua como coordenador interno da Genetec para a conformidade de processos e o envolvimento das partes interessadas.
Como ser&aacute; o seu dia a dia:
Gest&atilde;o de Opera&ccedil;&otilde;es de Suporte T&eacute;cnico<ul><li>
Monitorar os indicadores de desempenho (KPIs) da equipe e individuais: Foco no N&iacute;vel 1: Resolu&ccedil;&atilde;o em 1 dia &uacute;til (1BDR), Resolu&ccedil;&atilde;o em 1 semana (1 Week DR), Acompanhamento do cliente, CSAT, etc.
</li><li>Incentivar uma abordagem colaborativa dentro da equipe em casos de suporte para garantir que a abordagem anal&iacute;tica correta seja adotada
</li><li>Apoiar as principais contas da Genetec
</li><li>Transferir habilidades anal&iacute;ticas e de resolu&ccedil;&atilde;o de problemas t&eacute;cnicos para os engenheiros de suporte, a fim de ajud&aacute;-los a gerenciar e resolver casos mais rapidamente</li><li>
Antecipar conflitos de tarefas e mudan&ccedil;as organizacionais com base nas prioridades</li><li>
Gerenciar escala&ccedil;&otilde;es com o Gerente de Experi&ecirc;ncia do Cliente (CX)
</li></ul>Coordena&ccedil;&atilde;o de escala&ccedil;&otilde;es com P&amp;D, n&iacute;vel T2 e Gerentes de Projeto
<ul><li>Lidar com os casos mais complexos e clientes estrat&eacute;gicos</li><li>
Alocar recursos de suporte de acordo com as necessidades</li><li>
Coordenar atividades e fluxo de informa&ccedil;&otilde;es entre as equipes funcionais da Genetec e os clientes (por exemplo, Gest&atilde;o de Produtos, P&amp;D, Vendas e Engenharia de Vendas) em tarefas da SWAT</li><li>
Participar da avalia&ccedil;&atilde;o e mitiga&ccedil;&atilde;o de riscos e impactos</li><li>
Fornecer feedback t&eacute;cnico interno aos grupos de produtos (IPG)</li><li>
Contribuir ativamente, por meio de acompanhamento pr&oacute;ximo, para a redu&ccedil;&atilde;o do TTR da SWAT</li></ul>
Gest&atilde;o da equipe
<ul><li>Auxiliar o Gerente de Experi&ecirc;ncia do Cliente (CX) na avalia&ccedil;&atilde;o do desempenho da equipe e individual</li><li>
Garantir que o n&iacute;vel de conhecimento do produto da equipe seja adequado e sugerir treinamentos e a&ccedil;&otilde;es necess&aacute;rias (coaching, observa&ccedil;&atilde;o, mentoria)</li><li>
Contribuir para o processo de contrata&ccedil;&atilde;o</li><li>
Garantir que os membros da equipe participem ativamente das reuni&otilde;es agendadas (stand-ups, retrospectivas, grooming, etc.)</li><li>
Respons&aacute;vel pelo treinamento e integra&ccedil;&atilde;o de novos membros da equipe em ferramentas, sistemas e procedimentos</li><li>
Lidar com quest&otilde;es interpessoais dentro da equipe</li><li>
Dedicar tempo &agrave; orienta&ccedil;&atilde;o de engenheiros de suporte</li></ul>
Pr&aacute;ticas e Processos de Suporte
<ul><li>Garantir que todos os processos sejam conhecidos e aplicados</li><li>
Esfor&ccedil;ar-se para melhorar os processos visando maior efici&ecirc;ncia</li><li>
Desenvolver servi&ccedil;os preventivos e proativos</li><li>
Garantir as melhores pr&aacute;ticas no uso de ferramentas de gest&atilde;o e operacionais (CRM, SWAT, Five9, etc.)</li></ul>
Um pouco mais sobre voc&ecirc;:<ul><li>
Conhecimento dos produtos Genetec
</li><li>Conhecimento dos clientes da Genetec
</li><li>Conhecimento dos sistemas operacionais Windows
</li><li>Compreens&atilde;o dos princ&iacute;pios de redes IP
</li><li>Conhecimento de circuitos el&eacute;tricos de baixa lat&ecirc;ncia
</li><li>Conhecimento de configura&ccedil;&atilde;o e solu&ccedil;&atilde;o de problemas em PCs
</li><li>Conhecimentos gerais de TI
</li><li>Conhecimento de redes (switches, roteadores, etc.)
</li><li>Certifica&ccedil;&otilde;es MCSE, CCNA
</li><li>Pode ser necess&aacute;ria disponibilidade 24 horas por dia, 7 dias por semana
</li><li>O candidato deve ser proficiente em ingl&ecirc;s, portugu&ecirc;s e espanhol
</li></ul>Vamos falar dos benef&iacute;cios!<ul><li>
Aulas de idiomas</li><li>
Aux&iacute;lio-transporte e aux&iacute;lio-alimenta&ccedil;&atilde;o</li><li>
Passe de academia</li><li>
Plano de sa&uacute;de e odontol&oacute;gico</li><li>
Seguro de vida</li></ul>
A Genetec &eacute; uma empresa que oferece igualdade de oportunidades; nos esfor&ccedil;amos para promover a diversidade e a inclus&atilde;o por meio de nossa abordagem de contrata&ccedil;&atilde;o, bem como da capacita&ccedil;&atilde;o e do desenvolvimento profissional que oferecemos. Estabelecemos parcerias com associa&ccedil;&otilde;es externas e implementamos iniciativas internas para proporcionar um ambiente de trabalho acolhedor para funcion&aacute;rios de todas as origens.</div>

Team Leader / Jefe de equipo / Líder de Equipe - Technical Support

Join GENETEC and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

GENETEC

About Company

Dedicated Client Care Specialist

Team Leader / Jefe de equipo / Líder de Equipe - Technical Support