Customer Experience Technical Team Lead

WHAT YOU’LL DO:

• Supervise, mentor, and support a team of Technical Support Associates supporting AWTOS and PryzmIQ platforms.
• 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 technical proficiency and customer interaction.
• Assist with 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 Orion
  180’s innovation-driven environment.
• Promote accountability, collaboration, and continuous learning within a fast-paced technical support setting.

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

Experience: Minimum of 2–3 years of experience in technical support, customer support, or a related operational role. Prior leadership experience (Team Lead, Supervisor, or SME) strongly preferred.

• 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 learn new technologies and explain technical concepts to both technical and non-technical users.
• Experience documenting processes, creating job aids, and maintaining technical knowledge bases.
• Proficiency in Microsoft Office tools (especially Excel) for tracking metrics, reporting, and analysis.

Join Our Team & Make an Impact! At Orion
180, we don’t just meet expectations, we exceed them. If you’re 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 (