Team Lead Of Customer Support (Remote)

Team Lead Of Customer Support | ESO | United States

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

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Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home