Team Leader, Technical Support Video

4 weeks ago


Montréal, Canada Genetec Full time

**The team**:
Genetec is currently looking to add a Team Leader to the GTAC T1 Support team, for our Video/Core product. Working closely with our management team, surrounded by strong T2 Generalists, you will play an important role in the success of Genetec support by providing guidance and assistance to our support team members. You will also be the liaison between GTAC and the different product groups. 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, R&D, Professional Services and Accounting teams
- Manage client relations and escalations

**About you**:

- 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 Level2 cases and 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 a go getter
- Ability to adapt to fast-paced environment
- Occasional traveling may be required

**Great if you have**:

- Excellent knowledge of Microsoft Office
- Excellent with Microsoft Dynamics CRM
- Experience with Genetec products - an asset
- Experience with PC configuration and troubleshooting with the Windows operating system

**Let’s talk perks**:

- Attractive compensation package
- Training Tuition Reimbursement Program
- Subsidized meals in our amazing Bistro (Les Cordons Bleus)
- Work-life balance with a flexible working schedule
- Free, unlimited coffee
- Private, free parking for all employees
- Onsite fitness facility with personal trainer

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



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