Technical Support -- Team Lead

Job purpose

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.

Duties and 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.

Qualifications

• Associate degree or equivalent experience preferred.
• Minimum of 3 years of customer service, technical support, or support operations experience required.
• Previous leadership, mentoring, team lead, or supervisory experience preferred.
• Experience working with 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 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.

Key Performance Indicators

• Support queue health and ticket aging performance.
• Escalation follow-up and resolution support.
• Knowledge base accuracy, documentation updates, and knowledge-resource organization support.
• Employee training, onboarding, and development support.
• Customer experience and service trend review and process improvement recommendations.
• Timely identification and communication of recurring support or operational concerns.

Supervisory Responsibilities

This position provides day-to-day team lead support, coaching, queue monitoring, escalation assistance, and operational coordination for assigned Technical Support team members and supported service areas. Formal supervisory authority, performance management decisions, and final operational ownership remain with the Technical Support Manager.

Physical Demands

• Ability to work in an office setting, and spend primary working hours at a desk using a computer and other office equipment such as printers, copiers, postage machines, etc.
• Be able to lift a minimum of 5 pounds
• Ability to go to the production floor and work with factory and warehouse employees.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Safety Requirements

Ability to wear required PPE if in any manufacturing area.

DNP IAM is a 100 percent U.S. subsidiary of Dai Nippon Printing Co., Ltd. (DNP) – the world’s largest manufacturer of dye-sublimation media for photo printers and thermal transfer ribbons and barcode printers. DNP Imagingcomm America Corporation has the broadest selection of solutions for the photo retail market and products designed to address retailer’s specific business goals and objectives—backed by the quality and reliability today’s customers expect. Manufacturing, sales, and development offices of dye-sublimation media for photo printers are in Concord, NC, and more information is available at www.dnpphoto.com/en-us/****.

DNP Imagingcomm America Corporation is an equal opportunity employer that does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.