Team Lead, Technical Support - T1 Access Control
Genetec, Canada
Job Description
Genetec is currently looking to add a Team Leader to the GTAC (Genetec Technical Assistance Center) support team, for our Access Control product. Working closely with our management team, surrounded by a strong Access Control T2 generalist, you will play an important role in the success of Genetec support by providing guidance and assistance to our support team member. You will also be the liaison between GTAC and the difference product group. You will be leading by example, striving to WOW both our team members and our customers/partners.
What your day will look like:- Coach/Provide continuous feedback to team members and evaluate their performance
- Monitor quality of cases to ensure they follow Genetec’s quality guidelines
- Be responsible for technical training of team members
- Provide feedback on individual performance and develop technical skills to improve customer experience
- Be responsible for meeting and reporting on goals, KPI’s and Service Level Agreements (SLAs)
- Continuously improve team operations to identify system inefficiencies and implement plans to address them
- Be responsible for the training and orientation of new team members on tools, systems and procedures
- Create a positive work environment
- Provide feedback on team performance, initiatives and customer escalations to management during Global Support weekly meetings and other forums
- Interact with the Customer Service, Sales, IS/IT, Ramp;D, Professional Services and Accounting teams
- Manage client relation and escalation
- Manage Generalist schedules
- Be responsible for the training and orientation of new team member on tools, systems and procedures
- Bachelor of Engineering, and/or computer Science, or relevant experience in technical management environment
- Minimum of 3 years’ experience within an engineering support environment, including management of critical escalations
- Excellent communication and presentation skills
- Fluent and proficient in verbal and written communication in English French and other languages are an asset
- Excellent customer focus skills
- Excellent problem solving and analytical skills
- Leader with the ability to motivate and inspire team members
- Organized, independent and go getter
- Ability to adapt to fast-paced environment
- Occasional traveling may be required
- Excellent knowledge of Microsoft Office
- Experience with Microsoft Dynamics CRM
- Experience with Genetec products an asset
- Experience with PC configuration and troubleshooting with the Windows operating system
- Attractive compensation package
- Training Tuition Reimbursement Program
- Subsidized meals in our amazing Bistro (Les Cordons Bleus)/Virtual cooking classes
- Work-life balance with a flexible working schedule
- Free, unlimited coffee
- Private, free parking for all employees
- Onsite fitness facility with personal trainer/Virtual exercise classes
Would you like to know what it looks like to work at Genetec? Click on the following link to find out for yourself! Genetec Culture
Thank you for your application, but please note that only qualified candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.