Customer Experience Technical Team Lead

We have an exciting opportunity for a Customer Experience Technical Team Lead to join our growing Customer Experience Team!

The Technical Team Lead for AWTOS andPryzmIQplays a critical role in deliveringa seamless technology-driven experience for customers contractors and internal teams. This position combines hands-on technicalexpertisewith leadership responsibilities to support develop and guide a high-performing technical support team.

As a Technical Team Lead you will oversee daily technical operations serve as an escalation point for complex system issues and partner closely with cross-functional teams to improve product functionality and user experience. This role is ideal for a driven self-starter who thrives in a fast-paced environment enjoys solving complex technical challenges and is passionate about coaching others to succeed.

WHAT YOULL DO:

• Supervise mentor and support a team of Technical SupportAssociatessupporting AWTOS andPryzmIQplatforms.

• Monitor daily performance across technical support channels and provide real-time coaching focused on troubleshooting system navigation and resolution accuracy.

• Conduct regular 1:1 meetings performance reviews and skill development sessions centered on both technicalproficiencyand customer interaction.

• Assistwith onboarding and training new hires including system access product knowledge and troubleshooting methodologies.

• Serve as the primary escalation point for complex technical issues involving device connectivity system errors and platform functionality.
• Foster a high-performance solution-oriented team culture that reflects Orion180s innovation-driven environment.

• Promote accountability collaboration and continuous learning within a fast-paced technical support setting.

WHAT WERE LOOKING FOR:

Education: High school diploma or GEDrequired;must be at least 18 years old.

Experience:Minimum of 23 years of experience in technical support customer support or a related operational role.Prior leadership experience (Team Lead Supervisor or SME)stronglypreferred.

Technical Skills & Knowledge:

• Strong troubleshooting skills with the ability to diagnose and resolve hardware software and connectivity issues (WiFi mobile apps device integrations).

• Comfortable working with system tools ticketing platforms and CRM/support systems.

• Ability to quickly learnnew technologiesand explain technical concepts to both technical and non-technical users.

• Experience documenting processes creating job aids andmaintainingtechnical knowledge bases.

• Proficiencyin Microsoft Office tools (especially Excel) for tracking metrics reporting and analysis.

WHATS IN IT FOR YOU:

Join Our Team & Make an Impact! At Orion180 we dont just meet expectations we exceed them. If youre ready to take your career to the next level and be part of a growing forward-thinking company apply today!

• Dynamic Environment: On-site role with a fast-paced and collaborative team culture. Results-driven office where your contributions make a real impact.
• Compensation: Competitive base pay and performance bonuses.
• Career Growth: Mentorship growth tracks and professional development.
• Benefits: Medical dental vision 401k paid holidays PTO and more!

The office environment is fast-paced and collaborative. An employee must be willing and able to work their regularly assigned work schedule onsite and in times of need be able to work an extended schedule depending on company or departmental needs project requirements or customer demands.

While performing general duties for this position the employee is regularly required to sit stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking listening comprehending and reading; being able to lift light objects (<25 lbs); and using standard office equipment such as computers printers and addition there is an occasional need to bend twist or squat down to open/close cabinets and reach for files or other standard office-type objects.

Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status.

Reasonable accommodations are available for qualified individuals with disabilities during the application process. Applicants who need accommodations may email to request assistance.