Team Lead of Customer Support

How You'll Support Our Mission ESO is seeking a Team Lead to lead and inspire our technical support team. You will be responsible for a team who provides exceptional support to customers who use our Registry applications. This is very much a player/coach role where you will be guiding the support team and engaging with customers directly. The ideal person will have both technical credentials and a friendly, consultative approach to solving technical support team problems, customer problems, and/or product concerns. Reporting to the Manager of Fire Support, you will be part of our Customer Experience team. 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 and report trends that may lead to KPI misses; - Ensure your direct reports are meeting call volume standards along with other key performance indicators; - Heavily influence team members' performance by mentoring and providing ongoing coaching and feedback to align with team and individual KPIs; - Manage and contribute to knowledge base articles to help drive team effectiveness (author and edit knowledge base articles); - Effectively communicate relevant information with manager, team members, and other associated teams across company; - Respond to and/or initiate technical troubleshooting sessions with support team and customers - via phone, email, chat, and remote sessions; - 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; - 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 Microsoft Windows platform, desktops, and servers; - Troubleshooting experience (PC hardware/software, browsers, etc.

) - Experience in a 34/7/365 work schedule environment - SaaS industry experience is a plus 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) - 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. Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day.