Provide reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Helpdesk. You will drive focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will build internal relationships to expedite complicated cases. You will develop broad understanding of customer needs. You will support the knowledge-sharing mindset. You will help develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. You will address systemic coordination issues across teams. Lead the team that is solving complex technical problems for the customer. Drive timely responses to customer demands by supporting the coordinating efforts of different teams. Build business acumen while learning to address customer's technical needs. **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 **WE VALUE:** + Extensive customer facing experience + Experience in the industry is preferred + Excellent interpersonal and verbal & written communication skills + 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-AM2 \#LI-Onsite Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com . 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 "EEO is the Law" poster (https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/EEO%20is%20the%20Law%20poster.pdf?rv=fdc492d184344b3ea4aec0c96b321632) , "EEO is the Law" Supplement Poster (https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/EEO%20is%20the%20Law%20Supplement%20Poster.pdf?rv=ebe367cad846443e8fa5aa86062813b6) and the Pay Transparency Nondiscrimination Provision (https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/Pay%20Transparency%20Nondiscrimination%20Provision.pdf?rv=11a9cf6533ba426296b137d906b0ce01) . Resideo complies with applicable equal employment laws in all countries where we do business. 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