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 tocustomers who use our applications. This is very much a player/coach rolewhere you will be guiding the support team and engaging with customersdirectly. The ideal person will have both technical credentials and afriendly, 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 dayLead, inspire, and mentor a large technical support team. Build andencourage a collegial, helpful, and results-driven work environmentMonitor and manage queues (calls, emails, cases, chats) to meet keyperformance indicator requirements; Assist with reporting of customerservice metricsEnsure your direct reports are meeting call volume standards along withother key performance indicatorsEffectively communicate with manager, team and other associated teamsacross company and build trust with each. Respond to and/or initiate technical troubleshooting sessions withsupport team and customers – via phone, email, chat, and remotesessionsInteract with customers at all levelsManage and work support tickets per industry best practices utilizingSalesforce Effectively communicate technical information to technical andnon-technical customersCoordinate the resolution of technical issues with support team andescalate issues per pre-established guidelinesManage and contribute to knowledgebase (author and edit knowledge basearticles)Maintain a working ability to assist with facilitation of reproductionof customer issuesProvide backup to after hours on-call techs when neededWho You Are – The EssentialsAt least 3 years of demonstrated experience in Technical/CustomerSupport environments, calls, emails, and other customer supportchannels1+ year of experience in a leadership role, managing teamsBachelor’s degree or equivalent education and/or work experienceKnowledge of common network services like DNS, Web Servers – IIS,FTP – SFTP, Email, and Database AnalyticsExperience with the Microsoft Windows platform, desktops, andserversTroubleshooting experience (PC hardware/software, browsers, etc.)Experience in a 24/7/365 work schedule environmentSaaS industry experience is a plus Show more Show lessTagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home