Customer Support Team Lead for ESO

11 hours ago


Copenhagen, Copenhagen, Denmark ESO Full time
Job Overview

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data.

Key Responsibilities
  • Lead a large technical support team, guiding them in providing exceptional customer service to users of Fire RMS applications.
  • Monitor and manage queues to meet key performance indicator requirements.
  • Assist with reporting of customer service metrics and identify trends that may lead to KPI misses.
  • Ensure direct reports are meeting call volume standards and other key performance indicators.
  • Influence team members' performance by mentoring and providing ongoing coaching and feedback.
  • Manage and contribute to knowledgebase articles to help drive team effectiveness.
  • Communicate relevant information with manager, team members, and associated teams across the company.
  • Respond to technical troubleshooting sessions with support team and customers via phone, email, chat, or remote sessions.
  • Manage and work support tickets utilizing Salesforce.
Requirements
  • At least 3 years of experience in Technical/Customer Support environments.
  • 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.).
  • SaaS industry experience is a plus.


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