Technical Support Supervisor

Aguascalientes, Ags.
Permanente
Tiempo completo

Hace 7 días

Job Category: Technical SupportJob Description: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 cross-functional teams to implement process improvements, support transformation initiatives, and foster a positive, employee-focused team culture. Your leadership will be key in ensuring a productive work environment, resolving escalations, and maintaining high standards of service delivery.JOB DUTIES:

Supervision of a professional support team, including skills development and performance management
Monitor and manage operational and customer satisfaction metrics to meet organizational goals.
Highlight areas of improvement and recommend changes in methods, processes, and tools.
Work with the leadership team to drive growth and transformation initiatives
Handle supervisor escalations and follow up on customer satisfaction surveys.
Hire, develop, and train support team to match business requirements
Work with QA team to provide feedback when needed.
Provide feedback on technical and soft skills to support agents when needed.
Create team culture and environment that is employee focused.
Maintain a great working atmosphere that allows personal and professional development to each one of the team members.
Encourage participation on site/team events that foster a positive work environment.

YOU MUST HAVE:

Excel proficiency Intermediate
Good decision maker with a high degree of attention to detail
Strong problem solving and analytical abilities
Highly developed sense of integrity
Collaboration and Teamwork
Drives for Results
Service Excellence
Takes Initiative
No suspensions
No written warnings for the past 12 months.
Availability to work on weekends
Excellent interpersonal and verbal & written communication skills

WE VALUE:

3+ years customer service experience
Experience in the industry is preferred
Strong continuous improvement mindset, strong leadership impact
Experience with Salesforce.com and SharePoint
Demonstrated experience with Knowledge Management & Call Center Management
Good administration skills

WHAT'S IN IT FOR YOU?

Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
A collaborative and inclusive work environment where your contributions are valued.
Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
Access to cutting-edge tools, resources, and a supportive team to help you excel.
The chance to work with a global, innovative company shaping the future in its industry.

#LI-MV1#LI-HYBRIDAbout Us:Resideo is a $6.76 billion global manufacturer, developer, and distributor of technology-driven sensing and control solutions that help homeowners and businesses stay connected and in control of their comfort, security, energy use, and smart living. We focus on the professional channel, serving over 100,000 contractors, installers, dealers, and integrators across the HVAC, security, fire, electrical, and home comfort markets. Our products are found in more than 150 million residential and commercial spaces worldwide, with tens of millions of new devices sold annually. Trusted brands like Honeywell Home, First Alert, and Resideo power connected living for over 12.8 million customers through our Products & Solutions segment. Our ADI | Snap One segment spans 200+ stocking locations in 17 countries, offering a catalog of over 500,000 products from more than 1,000 manufacturers. With a global team of more than 14,000 employees, we offer the opportunity to make a real impact in a fast-growing, purpose-driven industry. Learn more at .At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the , and the . Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to . If you require a reasonable accommodation to apply for a job, please use form for assistance.

Resideo

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