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Technical Support Analyst I

Support

About ESO

ESO is a rapidly growing technology company passionate about improving community health and safety through the power of data. We provide software applications, interoperability and data management solutions to emergency medical services, fire departments and hospitals.

We’re small enough to be nimble and fun, but big enough to be a great, stable place to work. We serve more than 14,000 customers out of our offices in Austin, Texas and Des Moines, Iowa.

About the role

ESO is seeking a Technical Support Analyst to join our growing team.  As part of our Customer Happiness Assurance department you are responsible for making sure our customers are happy and successful. This department doesn’t sit around waiting for customers to call with their problems; they constantly look for potential problems and reach out to our customers before they know there is one.

More about you

You see yourself as the customers advocate within ESO and will set yourself on fire and run through the halls if your customers are not being taken care of properly – figuratively speaking of course. Our insurance doesn’t cover this.  You are fluent in both English and Tech. Our customers treat patients, not computers. They won’t talk to you about supraventricular tachycardia and you shouldn’t talk to them about SQL. In other words, you can make complex technology simple and never talk down to a customer because they don’t understand the intricacies of our software.

You have a sense of urgency and when our customer is in pain, you are in pain. Our customers are 911. What most run from, they run towards. You appreciate that and aren’t okay with our software making their job more difficult.

You have exceptional communication skills and work to keep the customer up to date on their support requests. If you have a great sense-of-humor you get 25 bonus points.  You are super detail-oriented. No matter how minuscule, it doesn’t slip by you.

You want to be involved in all aspects of the software and relish the opportunity to be part of product regression testing prior to product releases and service packs.

Your qualifications

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

  • Phenomenal customer service skills
  • Ability to work in a fast-paced environment
  • 1-2 years’ experience with Windows Operating systems XP, Vista, and Windows 7, Windows 8 and Windows 10, as well as all common web browsers.
  • Experience using customer support tracking tools.
  • Experience working in Fire or EMS services, preferred.
  • Experience in a technical support center, preferred.
  • Salesforce.com experience is a plus.

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