Technical Support Team Lead

Johnson Health Tech Companies•Cottage Grove, WI

9d•Onsite

About The Position

Be the Go-To Expert for a High-Performing Support Team At Johnson Health Tech North America, delivering a best-in-class customer experience starts with having knowledgeable people who are passionate about solving problems and helping others succeed. We're looking for a Technical Support Team Lead to serve as the primary technical resource for our Customer Technical Support team, providing guidance, expertise, and support to both our frontline agents and customers. This is an ideal opportunity for someone who enjoys troubleshooting complex issues, mentoring peers, collaborating across departments, and making a direct impact on both customer satisfaction and team success. While this is not a supervisory role, you'll play a critical leadership role within the department as a trusted resource and subject matter expert.

Requirements

High school diploma or equivalent
12-18 months of Customer Technical Support experience with Johnson Health Tech North America
Experience utilizing Microsoft Office applications, CRM platforms, and SAP
Strong written and verbal communication skills
Ability to work on-site as required by business needs

Nice To Haves

Previous mentoring, coaching, lead, or supervisory experience
Experience working with third-party service or portal integrations
Experience supporting technical troubleshooting and customer issue resolution in a fast-paced environment

Responsibilities

Acting as the first point of contact and technical expert for Customer Technical Support agents
Assisting team members with complex troubleshooting, diagnostics, and customer situations
Researching and resolving escalated product, service, and technical issues
Supporting customers, technicians, and business partners through effective communication and follow-up
Guiding agents on processes, procedures, and best practices to ensure consistency and quality
Monitoring team activity and helping frontline agents stay on track with schedules, priorities, and workloads
Coordinating with internal departments to drive resolution on customer concerns
Creating parts orders, scheduling service technicians, and gathering necessary billing information
Maintaining accurate customer records and case documentation
Supporting service provider requests and helping facilitate successful service outcomes
Identifying opportunities for process improvements and sharing recommendations with leadership
Providing backup support to customer-facing queues when business needs require