Team Lead of Customer Support

Found in: beBee jobs US - 6 days ago


Des Moines, Iowa, United States ESO Full time

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 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

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