Company:
ESO
Location: Halifax
Closing Date: 04-08-2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
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ESO is seeking a Team Lead to inspire our technical support team. You will be responsible for a team who provides exceptional support to customers who use our 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 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 job description, 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.
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