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