Tech Support Team Lead - Mentorship & KPI Focus

ESO; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health plans (medical, dental, vision)

PTO from 20 days

401(k) with company match

Telemedicine

Savings accounts

Employee Assistance Program (EAP)

Parental leave

Casual office environment

Job summary

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 for EMS agencies, fire departments, and hospitals, and serve thousands of customers across the US, Canada, and Northern Ireland.

We are looking for a Lead Technical Support Manager to lead a large team, monitor queues, coach performance, and drive customer service metrics.

Qualifications

• 3+ years in technical/customer support, with 1+ year in leadership.
• Bachelor’s degree or equivalent; knowledge of network services (DNS, IIS, FTP, Email, Database).
• Experience with Windows platform, troubleshooting PC hardware/software, and working in a 24/7 environment.

Responsibilities

• Lead, inspire, and mentor a large technical support team, building a collegial and results-driven culture.
• Manage and monitor queues (calls, emails, cases, chats) to meet KPIs, and assist with reporting on customer service metrics.
• Influence team performance through coaching and feedback, and manage knowledge base articles.

Skills

Leadership

Customer Support

Coaching

Education

Bachelor's degree or equivalent

Tools

DNS

IIS

FTP

Email systems

Database

Job description

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 for EMS agencies, fire departments, and hospitals, and serve thousands of customers across the US, Canada, and Northern Ireland.

We are looking for a Lead Technical Support Manager to lead a large team, monitor queues, coach performance, and drive customer service metrics.