Customer-Focused Technical Support Specialist

EcoOnline; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Generous Paid Time Off

Extended Parental Leave

Robust Health Coverage

Accelerated Learning Paths

Team Wellness Initiatives

Company-wide Events

Employee Resource Groups

Recognition awards

Job summary

EcoOnline is seeking a proactive Technical Support Analyst to join our Customer Support & Services team and be at the forefront of our commitment to excellence. In this role, you'll serve as a key liaison between our valued clients and our software products, ensuring a seamless and high-quality support experience.

You will be responsible for investigating and resolving technical issues, logging and tracking client interactions, and delivering timely, transparent, and customer-focused

Qualifications

• 2+ years of experience in software or technical customer support.
• Strong written and verbal communication and customer service skills.
• Experience with support environments and ticketing systems.
• Ability to troubleshoot, triage and escalate issues.
• Willingness to learn new applications and procedures.
• French language is a plus.

Responsibilities

• Provide prompt, courteous support via system, email, phone, and Teams.
• Triaging and assessing urgency and severity of tickets.
• Troubleshoot issues and provide solutions or escalate.
• Document interactions and resolutions in the support system.
• Follow up to ensure issues are resolved and offer additional help.
• Update product knowledge and contribute to internal docs.

Skills

Clear communication

Customer service mindset

Troubleshooting

Willingness to learn

French language (desirable)

Tools

Salesforce

Jira

ServiceNow

Zendesk

Job description

EcoOnline is seeking a proactive Technical Support Analyst to join our Customer Support & Services team and be at the forefront of our commitment to excellence. In this role, you'll serve as a key liaison between our valued clients and our software products, ensuring a seamless and high-quality support experience.

You will be responsible for investigating and resolving technical issues, logging and tracking client interactions, and delivering timely, transparent, and customer-focused