Team Lead of Customer Support

Job Responsibility:

Reporting to the Senior Manager of Support and working remotely.

What You'll Be Doing - the day to day

• Lead, inspire, and mentor a large technical support team. Build and encourage a collegial, helpful, and results-driven work environment
• Monitor and manage queues (calls, emails, cases, chats) to meet key performance indicator requirements; Assist with reporting of customer service metrics
• Ensure your direct reports are meeting call volume standards along with other key performance indicators
• Effectively communicate with manager, team and other associated teams across company and build trust with each.
• Respond to and/or initiate technical troubleshooting sessions with support team and customers - via phone, email, chat, and remote sessions
• Interact with customers at all levels
• Manage and work support tickets per industry best practices utilizing Salesforce
• Effectively communicate technical information to technical and non-technical customers
• Coordinate the resolution of technical issues with support team and escalate issues per pre-established guidelines
• Manage and contribute to knowledgebase (author and edit knowledge base articles)
• Maintain a working ability to assist with facilitation of reproduction of customer issues
• Provide backup to after hours on-call techs when needed

Who You Are - the essentials

• At least 3 years of demonstrated experience in Technical/Customer Support environments, calls, emails, and other customer support channels
• 1+ year of experience in a leadership role, managing teams
• Bachelor's degree or equivalent education and/or work experience
• Knowledge of common network services like DNS, Web Servers - IIS, FTP - SFTP, Email, and Database Analytics
• Experience with the Microsoft Windows platform, desktops, and servers
• Troubleshooting experience (PC hardware/software, browsers, etc.)
• Experience in a 24/7/365 work schedule environment
• SaaS industry experience is a plus

About ESO ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today's EMS agencies, fire departments, and hospitals. We're small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland. Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don't match all the qualifications on the , we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission. All offers are contingent upon a successful background check. ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.