LOGIS BY ESO
Logis and ESO are uniting to integrate data and workflows from call taking, dispatch and billing across the emergency response continuum.
ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We are the largest Software provider to EMS agencies, fire departments and hospital systems.
How You’ll Support Our Mission
ESO is seeking a Team Lead to lead and inspire our technical support team in Naerum, Denmark. You will be responsible for a team who provides exceptional support to customers who use our Fire RMS 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.
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 and report trends that may lead to KPI misses;
- Ensure your direct reports are meeting call volume standards along with other key performance indicators;
- Heavily influence team members’ performance by mentoring and providing ongoing coaching and feedback to align with team and individual KPIs;
- Manage and contribute to knowledgebase articles to help drive team effectiveness (author and edit knowledge base articles);
- Effectively communicate relevant information with manager, team members, and other associated teams across company;
- Respond to and/or initiate technical troubleshooting sessions with support team and customers - via phone, email, chat, and remote sessions;
- 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;
Who You Are - the essentials (Some of the things required to be successful in the role):
- 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 experienceD
- 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
Insert Job Related information
- Paid Vacation: 31 days of paid vacation plus 9 public holidays, to recharge and connect with family and friends.
- Meal Vouchers: Access to delicious meals and snacks during your workday.
- Connection: Free business phone and an internet connection at home.
- Hybrid Workforce: Flexible options to perform your role from our Naerum office or from home as needed.
- Pension Scheme: A tailor made scheme to meet your needs.
- Career Development & Training: Benefit from career development programs, mentorship opportunities, training sessions, and paths for advancement.
- Inclusive Workplace: a diverse, equitable, and inclusive global workplace where all people feel supported, and creativity and new ideas are encouraged.
- Employee Referral Bonus Program: Earn bonuses for referring talented individuals to join our team.
Are you ready to Make a Difference?
ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status, or other non-merit factor.