Team Lead – Technical Support Representative IV

About This Role

Lead and support a team of Technical Support Representatives in a fast-paced communication center, handling technical escalations, mentoring team members, and ensuring service excellence across multiple channels. This role focuses on troubleshooting client issues, improving processes, and providing coaching to enhance team performance.

Responsibilities

• Lead and support a team of Technical Support Representatives
• Perform skills gap analysis for individuals and the team
• Assist in creating and delivering technical training for multiple skill levels
• Standardize reporting procedures and evaluate current systems
• Troubleshoot client issues, research resolutions, and guide users through corrective steps
• Monitor SLAs and perform quality assurance checks
• Escalate high-priority issues appropriately
• Serve as technical and soft-skills lead for your assigned team
• Contribute to internal knowledge base
• Provide ad-hoc coaching and training during low-volume periods
• Recommend system or process improvements
• Conduct follow-up calls as needed and stay updated on system changes

Requirements

• 2+ years of Team Lead experience in a contact or call center
• Strong leadership, coaching, and team-motivation skills
• Excellent customer service & active listening abilities
• Strong problem-solving & conflict-resolution skills
• Proficiency with remote desktops, G-Suite, and OS navigation
• Excellent communication and grammar
• Ability to organize documentation and maintain detailed notes

Qualifications

• High school diploma or GED required
• 2+ years of Team Lead experience in a contact or call center

Nice to Have

• Experience with BAS, HVAC, or relay logic lighting controls

Skills

* Required skills

Benefits