Technical Support Team Lead: Coaching & Escalations

DNP IMS America Corporation; Northern (KY); Hybrid; USD 70,000 - 95,000; Full time

Job summary

DNP Imagingcomm America Corporation in Concord, NC, is seeking a Technical Support Team Lead to guide the technical support team, manage escalations, and drive service excellence. You will coordinate across products and channels to ensure timely resolutions and uphold customer satisfaction.

You will analyze ticket trends, support ongoing training, and partner with Product Management to document changes while maintaining knowledge resources and SOPs. This role is full-time and onsite in Concord.

Qualifications

• Minimum 3 years in customer service, technical support, or support operations.
• Previous leadership, mentoring, team lead, or supervisory experience preferred.
• Experience with CRM, ticketing, reporting, and knowledge management systems.
• MS 365 apps including SharePoint, Excel, Word, Teams, and Power BI preferred.
• Strong leadership, coaching, communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provide daily leadership, coaching, mentoring, and support to Technical Support Representatives.
• Serve as escalation resource for complex issues and coordinate with management as needed.
• Monitor support queues, aging, volume, and workload to ensure timely responses.
• Review escalations and prioritize issues for follow-up and resolution.
• Assist with quality reviews and opportunities for training and process improvement.
• Support onboarding, refresher training, and employee development initiatives.
• Promote a positive, customer-focused team culture.
• Collaborate with Product Management to document new products and changes.
• Track queue health, metrics, refund trends, and operational issues.
• Prepare and share performance reports with leadership.

Skills

Leadership

Coaching

Customer service

Analytical thinking

Communication

Tools

CRM systems

Ticketing systems

Power BI

SharePoint

Excel

MS Teams

Knowledge management systems

Job description

DNP Imagingcomm America Corporation in Concord, NC, is seeking a Technical Support Team Lead to guide the technical support team, manage escalations, and drive service excellence. You will coordinate across products and channels to ensure timely resolutions and uphold customer satisfaction.

You will analyze ticket trends, support ongoing training, and partner with Product Management to document changes while maintaining knowledge resources and SOPs. This role is full-time and onsite in Concord.