Hybrid Technical Support Supervisor

at ESA - Electronic Security Association

• Job title: Technical Support Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, San Luis Potosi, Mexico

About the role

• Technical Support Supervisor leading a high-performing support team at Resideo. Drive operational excellence and exceptional customer service through coaching and process improvements.

Responsibilities

• 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.

Requirements

• 3+ years of experience in customer service, preferably in a technical support environment.
• Excellent verbal and written communication skills with strong interpersonal abilities.
• Strong attention to detail and confident decision-making under pressure.
• Proven ability to analyze problems and deliver effective solutions.
• Collaborative team player who builds trust and drives team success.
• Results-driven mindset with a focus on meeting performance goals.

Benefits

• Resideo provides comprehensive benefits, including life and health insurance, life assistance program, accidental death and dismemberment insurance, disability insurance, 401k Plan, vacation & holidays.