Senior Tech Support Lead - Coaching & Escalations

Dnp Imagingcomm America Corporation; Concord (NC); On-site; USD 72,000 - 92,000; Full time

Job summary

DNP Imagingcomm America Corporation in Concord, NC is seeking a Technical Support Team Lead to guide day-to-day operations, mentor engineers, and coordinate escalations. You will monitor queues, help resolve client issues, and drive knowledge management across supported products.

The role emphasizes leadership, coaching, and collaboration with cross-functional teams to improve service levels and customer satisfaction.

Qualifications

• Minimum of 3 years of customer service, technical support, or support operations experience required.
• Experience using CRM, ticketing, reporting, and knowledge management systems.
• Experience using Microsoft 365 applications including SharePoint, Excel, Word, Teams, and Power BI preferred.
• Strong leadership, coaching, written and verbal communication, and customer service skills.

Responsibilities

• Provide daily leadership, coaching, mentoring, and support to Technical Support Representatives.
• Serve as an escalation resource for complex issues and coordinate with management when needed.
• Monitor support queues, ticket aging, incoming volume, and workload distribution to ensure timely response and resolution.
• Assist with quality reviews of interactions, support cases, emails, SMS, and calls to identify coaching and process improvements.
• Support onboarding, refresher training, and development initiatives for team members.
• Promote a positive, customer-focused team culture.
• Track and report on queue health, escalations, and customer experience trends.
• Collaborate with Product Management to document changes and new processes.

Skills

Customer service leadership

Mentoring

Communication skills

Problem-solving

Multi-tasking

Documentation skills

Cross-functional collaboration

Tools

CRM software

Ticketing systems

Knowledge management systems

SharePoint

Excel

Word

Teams

Power BI

Job description

DNP Imagingcomm America Corporation in Concord, NC is seeking a Technical Support Team Lead to guide day-to-day operations, mentor engineers, and coordinate escalations. You will monitor queues, help resolve client issues, and drive knowledge management across supported products.

The role emphasizes leadership, coaching, and collaboration with cross-functional teams to improve service levels and customer satisfaction.