Technical Support Representative – Team Lead

Facility Solutions Group

Team Lead for Technical Support Representatives at Facility Solutions Group resolving technical issues and managing a team of customer service experts. Focused on customer satisfaction and team performance in a fast-paced environment.

Posted 7/1/2026full-timeRound Rock • Texas • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Provides answers to clients by identifying problems; researching; guiding client through corrective steps
Research required information using available resources
Respond to tickets, resolve underlying issues and document occurrences and solutions
Identify and escalate priority issues per Client specifications
Act as technical and soft skills lead for assigned team(s)
Contribute to internal knowledge base
Performs adhoc training for team members during low volume periods and as required
Improves system performance by identifying problems; recommending changes
Follow up and make scheduled callbacks to customers where necessary
Stay current with system information, changes and updates
Drive your team using Scrum methodology and execution
Work as a team using Sprints

Requirements

What you’ll need

World-class customer service skills
Active listening skills
Problem solving capabilities
Proficient computer skills in remote desktops, G-Suite and OS navigation
Ability to lead a team of 3 or more people
Remarkable attention to proper phone etiquette
Demonstrated proficiency in typing and grammar
Ability to organize documents and records as well as detailed note taking.
High School diploma or General Education Degree
Demonstrated proficiency in EMS, HVAC and relay logic lighting controls
2-5 years experience as a Technical Service Representative - Level 2 or above preferred

Benefits

Comp & perks

Providing support for cutting edge technology
Stable employment
401K Program with matching contribution
Medical, Dental and Life benefits
Advancement opportunities for outstanding performers

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical Service Representative ExperienceTyping ProficiencyGrammar ProficiencyDocument OrganizationNote Taking

Soft Skills

Active Listening SkillsAttention to DetailPhone Etiquette

Certifications

High School DiplomaGeneral Education Degree