Technical Support Analyst Ii

We are seeking a Technical Support Analyst II for Billing and Dispatch to join our growing team. As part of our Customer Happiness Assurance department you are responsible for making sure our customers are happy and successful. This department doesn't sit around waiting for customers to call with their problems; they constantly look for potential problems and reach out to our customers before they know there is one. **How You'll Support our Mission** The Technical Support Analyst II role is critical to customer success. The right person for this position has a deep level of technical knowledge and is great at providing solutions in easy to understand terms. You may also end up streamlining or performance tuning processes to ensure customers are getting the most out of the product. In this position it is important to be able to communicate customer needs to the Product and Development teams. It isn't possible to have the best software in the market without your feedback. This role will report to the Senior Director of Customer Support. You will be working across all products and be based in Halifax, Nova Scotia office. **Who You Are** - Phenomenal technical support skills - 2+ years' experience with Windows Operating systems XP, Vista, and Windows 7, Windows 8 and Windows 10, as well as all common web browsers. - Solid experience working with SQL Databases, XML and scripting. - Ability to work in a fast-paced environment - Experience using customer support tracking tools. - Experience working in Billing and Dispatch, preferred. - Experience in a technical support center, preferred. **Benefits & Perks** ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes: - Competitive health plans (medical, dental, & vision insurance) - PTO (starting at 20 days) & 12 company holidays - 401(k) with company match - Telemedicine service provided by ESO - Savings accounts (FSA, HSA, DCA) - Employee Assistance Program (EAP) - Annual health and wellness reimbursement - Peace of mind benefits such as life insurance, disability insurance, and worksite benefits - Paid parental leave, new child program, & flexible parental return-to-work options - Casual office environments and unlimited office snacks and drinks **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. In the spirit of ESO's mission to "Improve Community Health and Safety through the Power of Data," and in accordance with ESO's duty to provide and maintain a workplace that is free of known hazards, **ESO requires all United States (US) employees to be fully vaccinated against COVID-19, regardless of if you work remotely or in office unless a reasonable medical or religious accommodation is requested in a timely manner and approved**. This policy will help safeguard the health of our employees and customers, as well as the community at large. All offers are contingent upon a successful background check and compliance with ESO's COVID-19 Vaccination Policy. - 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._