Technical Support -- Team Lead

DNP Imagingcomm America Corporation•Concord, NC

1d•Hybrid

About The Position

The Technical Support Team Lead supports the day-to-day operations of the technical support function across supported products, services, customers, and business channels while serving as an escalation resource, mentor, and point of coordination for routine support activities. This role assists with timely resolution of technical, product, service, and customer issues, monitors technical support queues and service levels, helps maintain knowledge resources, reviews customer experience trends, and recommends process improvements.

Requirements

Minimum of 3 years of customer service, technical support, or support operations experience required.
Experience working with CRM, ticketing, reporting, and knowledge management systems.
Strong leadership, coaching, written communication, verbal communication, and customer service skills.
Ability to manage multiple priorities in a fast-paced support environment.
Strong problem-solving, analytical, organizational, and documentation skills.
Ability to analyze ticketing trends, and operational issues to identify process improvement opportunities.
Ability to work effectively across multiple departments, stakeholders, and external partners.

Nice To Haves

Associate degree or equivalent experience preferred.
Previous leadership, mentoring, team lead, or supervisory experience preferred.
Experience using Microsoft 365 applications including SharePoint, Excel, Word, Teams, and Power BI preferred.

Responsibilities

Provide daily leadership, coaching, mentoring, and support to Technical Support Representatives.
Serve as an escalation resource for complex issues requiring senior technical assistance or guidance, escalating to management when needed.
Monitor assigned technical support queues, ticket aging, incoming volume, and workload distribution to help ensure timely response and resolution.
Help review and prioritize escalations, recurring issues, and service level concerns requiring additional follow-up.
Assist with quality reviews of interactions, technical support cases, emails, SMS, and calls to identify coaching, training, and process improvement opportunities.
Support onboarding, refresher training, and employee development initiatives for technical support team members.
Promote a positive, collaborative, and customer-focused team culture.
Assist with reviewing customer service requests from supported communication channels, customer experience systems, and service platforms, including complaints, escalations, refund requests, and related reason codes.
Help identify trends in customer feedback, refund activity, support issues, and recurring problems; share findings and recommended corrective actions with management.
Assist with reviewing shipping reports and coordinate with warehouse, logistics, Customer Service, and Operations teams to help resolve customer-impacting delays or exceptions.
Support maintenance of technical support collaboration sites, shared repositories, and knowledge base resources, including SOPs, FAQs, troubleshooting guides, third-party resources, and internal documentation.
Create, edit, organize, and recommend updates to technical support documentation to help ensure accuracy, consistency, version control, and ease of navigation.
Collaborate with Product Management and other subject matter experts to help document new products, processes, procedures, and technical, operational, or customer-impacting changes.
Assist with tracking and reporting on queue health, escalations, support metrics, refund trends, documentation needs, and operational issues.
Perform other tasks as assigned by the Technical Support Manager.