About the role

ESO is seeking a Customer Support Senior Manager to join our growing team. As part of our Customer Support Team you are responsible for making sure our customers are happy and successful. Support is the hub of ESO and has the essential responsibility to engage each customer and technical support analyst through their journey. We aspire to create an efficient and effective response for our customers so they may do what they do best, take care of their patients, communities, and internal partners. A successful candidate will be responsible for providing world-class support to a broad array of customers spanning the fire and hospital verticals as well as working internationally. They will be responsible for performing all necessary tasks related to support management and support systems including troubleshooting and technical issues. In addition to making key decisions for their team, they will ensure their team has the right tools and skills to assist our customers. The ideal candidate 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 Do

The Customer Support Senior Manager role is critical to customer success. The right person for this position will have discretion when managing teams for technical support questions and make key decisions to ensure a friendly approach to solving problems for your teams. They will lead, inspire, and mentor a large technical support team(s). They will build and encourage a collegial, helpful, and results-driven work environment.

Lead multiple teams within the ESO Support department ensuring delivery of team key performance indicators and service level agreements;
Be a strong tactical decision maker who can navigate situational issues and help lead teams through difficult circumstances including leading other mangers or team leads;
Work to establish operational objectives in partnership with Director or other senior leaders within ESO and Customer Support;
Provide weekly, monthly, and quarterly reporting of defined support metrics to the Support Director;
Manage team objectives and overall mentorship of their respective team;
Effectively communicate with director, team lead, team and other associated teams across company;
Work with site reliability engineering team, technical support analysts and team leads to review and prioritize escalated support cases;
Assist team leads and technicians with customer escalations including leading these team members to appropriate resolution and long-term growth to solve issues independently in the future;
Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced;

Who You Are

Some of the things desired to be successful in the role:

At least 5 - 7 years of demonstrated management experience in Technical Support environment handling managers, team leads, teams, calls, emails and other customer support channels.
Knowledge of common network services like DNS, Web Servers - IIS, FTP - SFTP, Email, and Database Analytics
Demonstrated 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
Professional certifications are a plus: A+, Network+
Industry experience is preferred in Healthcare, EMS, Fire & Hospital
Proficiency in Salesforce or equivalent CRM
Proficiency in Microsoft Power BI
Bachelor's degree or equivalent education and/or work experience
SaaS industry experience is a plus

Benefits & Perks

ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:

Competitive health plans (medical, dental, & vision insurance)
PTO (starting at 20 days) & 12 company holidays
401(k) with company match
Telemedicine service provided by ESO
Savings accounts (FSA, HSA, DCA)
Employee Assistance Program (EAP)
Annual health and wellness reimbursement
Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
Paid parental leave, new child program, & flexible parental return-to-work options
Casual office environments and unlimited office snacks and drinks

About ESO

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today's EMS agencies, fire departments, and hospitals. We're small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland.

Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don't match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission.

All offers are contingent upon a successful background check.

ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.

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Manager of Customer Support at ESO

Job Description

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