Technical Support Supervisor

hace 10 horas

San Luis Potosí S L P, México ADI Global Distribution A tiempo completo

**JOB DUTIES:
- Supervise technical service-related operations.
- Ensure all team members are meeting performance and quality KPIs.
- Perform Call Quality Assessments.
- Follow up and coach team members about customer survey feedback
- Reach out to Dealer Customers who provide detractor NPS/CSAT scores.
- Oversee the work of technical support agents to ensure that all jobs are completed, assist with answering questions and take escalated phone calls
- Monitor queues and track inbound calls, calls waiting, abandonment rate, etc.
- Encourage and proactively coach and develop team members through career progression
- Be familiar with a variety of the field's concepts, practices, and procedures
- Keep track of team member attendance, PTO, weekly payroll and oversee team member’s daily schedules.Review daily metrics and help lead to the overall team goals

**YOU MUST HAVE:
- Hi technical competency and aptitude - Must be able to assess tech calls in competency and approach.
- 2+ Years Excellent Leadership Experience within a contact center
- 3+ Years Excellent Customer Service/Tech Support Experience
- Prior experience with advanced usage of the **English **language inclusive of written and verbal communication.Must be able to work a rotating close schedule from 7AM to 6PM MDT.

**WE VALUE:
- 2+ Years Experience in Troubleshooting technical products (Smart Home, AV, Surveillance, and/or Networking products)
- Experience using Microsoft Office Products, with intermediate capabilities in Microsoft Excel.
- Experience with SAP, Salesforce or inContact
- Experience with installing technical products (Smart Home, AV, Surveillance, and/or Networking products)
- Strong knowledge of contact center performance metricsExperience coaching others in a contact center

**WHAT'S IN FOR YOU**:

- Great work environment and exceptional Resideo benefitsAbility to grow into different areas of the organization based on expertise and interest.

LI-AA1

LI-Onsite

  • Technical Support Supervisor

    hace 2 semanas

    San Luis Potosí, México Resideo A tiempo completo

    As a Technical Support Supervisor, you will lead a high-performing team of support professionals, driving operational excellence and delivering exceptional customer service. You will be responsible for coaching, developing, and managing team performance to meet business goals and customer satisfaction metrics. In this role, you will collaborate with...

  • Technical Support Associate

    hace 3 semanas

    San Luis Potosí, México ADI Global Distribution A tiempo completo

    Reporting to a Technical Support Supervisor, the Technical Support Associate will act as a critical resource for professional integrators in the custom electronics industry. This role requires deep technical knowledge, advanced problem-solving abilities, and expertise in supporting a wide array of products and technologies in the smart and connected...

  • Technical Support Specialist I

    hace 1 semana

    San Luis Potosí, México ADI Global Distribution A tiempo completo

    **Technical Support Solutions Specialist** Reporting to a Technical Support Supervisor, the Technical Support Solutions Specialist will act as a critical resource for professional integrators in the custom electronics industry. This role requires deep technical knowledge, advanced problem-solving abilities, and expertise in supporting a wide array of...

  • Technical Support Specialist I

    hace 1 semana

    San Luis Potosí, México ADI Global Distribution A tiempo completo

    **Technical Support Solutions Specialist**Reporting to a Technical Support Supervisor, the Technical Support Solutions Specialist will act as a critical resource for professional integrators in the custom electronics industry. This role requires deep technical knowledge, advanced problem-solving abilities, and expertise in supporting a wide array of products...

  • Technical Support Supervisor

    hace 4 semanas

    San Luis Potosí, México ADI Global Distribution A tiempo completo

    **JOB DUTIES:- Supervise technical service-related operations.- Ensure all team members are meeting performance and quality KPIs.- Perform Call Quality Assessments.- Follow up and coach team members about customer survey feedback- Reach out to Dealer Customers who provide detractor NPS/CSAT scores.- Oversee the work of technical support agents to ensure that...

  • Technical Support Professional

    hace 10 horas

    San Luis Potosí, S. L. P., México ADI Global Distribution A tiempo completo

    **JOB DUTIES: - Answer customer technical inquiries that can be highly complex, ensuring clear and effective communication. - Listen attentively to customer needs and concerns, ensuring a customer-first approach. - Provide amazing customer service experiences that exceed customer expectations. - Provide detailed feedback on product issues by writing bug...

  • Production Supervisor

    hace 1 semana

    San Luis Potosí, S. L. P., México Gestamp A tiempo completo

    Production Supervisor **Ubicación**:Gestamp San Luis Potosí, MX, Gestamp Sa**Fecha**:8 oct. 2024Production Supervisor **PRODUCTION SUPERVISOR** **Role Summary** - Ensure compliance with the production program in the plant, complying with established work methods and process controls and coordinating the support functions for the fulfillment of plant...

  • Sr Technical Support Associate English and French

    hace 2 días

    San Luis Potosí, S. L. P., México Resideo A tiempo completo

    **JOB DUTIES: - Facilitate issue identification and analysis. - Investigate and resolve technical issues. - Track requests resolution. - Provide technical training. - Build relationships with customers. - Test products & software.Develop and share knowledge. **YOU MUST HAVE: - Some experience in related field. - Conversational French.Excellent...

  • Technical Sales Account Manager

    hace 1 semana

    San Luis Potosí, S. L. P., México ARaymond A tiempo completo

    Technical Sales Account Manager - Mexico**VENDAS** **DATA INICIAL** Início imediato**LUGAR** SAN LUIS POTOSI, México.**TIPO DE CONTRATO** Contrato permanenteNa ARaymond, criamos sistemas de fixação e montagem de ponta para as máquinas e produtos que mantêm o mundo em movimento. Fundada em Grenoble em 1865, e ainda sediada na cidade até hoje,...

  • Technical Sales Account Manager

    hace 1 semana

    San Luis Potosí, S. L. P., México ARaymond A tiempo completo

    Technical Sales Account Manager - Mexico**COMMERCIAL** **DATE DE DÉBUT** À pourvoir immédiatement**LIEU** SAN LUIS POTOSI, Mexique.**TYPE DE CONTRAT** Contrat à durée indéterminéeChez ARaymond, nous imaginons des systèmes de fixation et d’assemblage de pointe pour les machines et les produits qui font avancer le monde. Fondée en 1865 à...