
Team Lead of Customer Support
4 weeks ago
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
- 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.
- 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**
- 1+ year of experience in a leadership role, managing teams
- Bachelor’s degree or equivalent education and/or work experience
- 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.
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._
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