Job Title: Technical Support Team Lead
Reports to: Supervisor or Manager of Technical Support
FLSA Status: Exempt
Department: Technical Support
Location: Lincoln, Denver
Salary Range: $62,000 to $69,000 based on experience and qualifications.
Summary: The Technical Support Team Leader is responsible for always ensuring complete customer
satisfaction for all external customers including all Digitech Systems Software, ImageSilo, PaperVision.com
and Sys.tm platforms. The TSTL will be responsible for working directly with internal SMEs to ensure the
handling of technical escalations is being completed in an efficient manner and providing leadership to the
internal Technical Support Team. The TSTL will also be the internal technical liaison between other internal
departments, to ensure we establish and maintain Quality Assurance and a high level of Quality Control by
following all Technical Support internal processes. The TSTL will be the customer advocate, ensuring that all
technical support requests are being followed up in a timely fashion and will work closely with the Technical
Support Manager on providing daily feedback of new and existing technical escalations and issues.
Duties include but not limited to:
 Ensure a high level of technical knowledge is maintained within the Technical Support team members
as evidenced through turnaround time of issues and ability of Technical support to resolve issues
independently. *
 Ensure a high level of customer focus with due care and attention to customer priority issues and
appropriate levels of customer communications. *
 Ensure that regular audits of communications are performed, and that appropriate training is provided
to Technical Support Team members in the needed technical area of input. *
 Assign and monitor the customer Support tickets and implement action plans and assist with escalation
procedures to address problematic areas. *
 Ensure that the internal procedures and policies are being followed so that high quality services are
being delivered to customers and adherence to the SLA’s within the Technical Support environment. *
 Ensure all Technical Support training projects and material are updated as needed based on software
releases to ensure that material will be available when needed for internal or external use. *
 Works closely with the QA/Development department when needing to escalate an issue for review. *
 Manage the Learning Module Program. Ensure that all material is up to date and administer the module
completion process with Support Engineers.
 Projects as assigned by Management Team.