Technical Support Lead

About Us:

Eagle Eye Networks is the global leader in cloud video surveillance, delivering cyber-secure, cloud-based video with artificial intelligence (AI) and analytics to make businesses more efficient and the world a safer place. The Eagle Eye Cloud VMS (video management system) is the only platform robust and flexible enough to power the future of video surveillance and intelligence. Eagle Eye is based in Austin, Texas, with offices in Amsterdam, Bangalore, and Tokyo. Learn more at een.com.

Overview:

Responsible for managing a team to deliver world-class technical support by developing and implementing training, mentoring and coaching agents to meet targets, and reviewing both individual and team performance.

Responsibilities:

• Motivating and coaching Support team members
• Maintain currency with business development and new product lines and ensure training and development plans are maintained for all team members
• Manage day-to-day line activities, prioritize, and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Use company methodology, team input, and self-initiative to ensure attendance and retention targets are achieved
• Delegating tasks and achieving daily, weekly and monthly goals.
• Work with the Manager Operations to identify and deliver positive change and bolster team efficiency and effectiveness
• Escalate any appropriate problems to senior management
• Support the Manager Operations to highlight operational risks and areas for improvement.

Required Skills and Experience:

• Team management experience.
• Minimum of 4 years’ experience within a contact center environment as a Team Lead.
• Experience within Technical Support, Networking and Linux based environment is a must.
• Excellent technical, diagnostic and troubleshooting skills.
• Excellent leadership and communication skills
• Strong coaching and people-development skills through customer interaction monitoring, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Solution oriented.

Eagle Eye Networks Support:

Eagle Eye Networks is a cloud-based video management company. The Eagle Eye Security Camera VMS has been purpose-built for the cloud and provides unsurpassed security, redundancy, and reliability while allowing partners and customers the use of a wide variety of IP and analog cameras. Eagle Eye’s cloud is ideal for end-users and resellers requiring single sign-on access to live, recorded or event-based video across multiple locations. The Eagle Eye VMS has strong APIs for the secure integration of third-party systems.

More About Eagle Eye Networks:

Eagle Eye Networks is leveraging artificial intelligence on its true cloud platform to dramatically reshape the video surveillance and security industry. The Eagle Eye Cloud Video Management System (VMS) is a smart cloud video surveillance solution, purpose-built to help businesses improve safety, security, operations, and customer service. Tens of thousands of companies in more than 90 countries around the globe have moved their video surveillance to the cloud with Eagle Eye VMS. Customers, including multi-family residences, smart cities, schools, hospitals, hotels, logistics, restaurants, and retail shops trust Eagle Eye for actionable business intelligence and proactive security across multiple locations. The Eagle Eye VMS has strong APIs for the secure integration of third-party systems and works with thousands of industry cameras, so customers don’t have to “rip and replace” their existing infrastructure. Eagle Eye Cloud VMS is the only platform robust enough to power the future of video surveillance.