Technical Support Team Lead

About the role

The Technical Support Team Lead serves as the primary technical resource for the Customer Technical Support team, bridging the gap between frontline support teams, internal departments, service providers, and customers.

Responsibilities

• Acting as the first point of contact and technical expert for Customer Technical Support agents
• Assisting team members with complex troubleshooting, diagnostics, and customer situations
• Researching and resolving escalated product, service, and technical issues
• Serving as a technical advisor to customers, technicians, and business partners through effective communication and follow-up
• Guiding agents on processes, procedures, and best practices to ensure consistency and quality
• Maintaining accurate customer records and case documentation
• Supporting service provider requests and facilitating successful service outcomes
• Identifying opportunities for process improvements and sharing recommendations with leadership
• Providing backup support to customer-facing queues when business needs require

Requirements

• A high school diploma or equivalent with 12-18 months of Customer Technical Support experience with Johnson Health Tech North America
• Experience utilizing Microsoft Office applications, CRM platforms, and SAP
• Strong written and verbal communication skills
• Ability to work on-site as required by business needs

Preferred Qualifications

• Previous mentoring, coaching, lead, or supervisory experience
• Experience working with third-party service or portal integrations
• Experience supporting technical troubleshooting and customer issue resolution in a fast-paced environment