Customer Support Analyst

Jobtailor; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

EcoOnline Canada is seeking a dedicated Technical Customer Support specialist to assist customers via multiple channels, triage inquiries, and troubleshoot issues. You will document interactions and maintain knowledge articles to ensure first-call resolution where possible.

Ideal candidates have 2+ years in software support, strong communication skills, and experience with Salesforce/Jira/ServiceNow/Zendesk. French language is a plus.

Qualifications

• 2+ years in a software or technical customer support role.
• Strong written and verbal communication and customer service skills.
• Experience with support platforms such as Salesforce, Jira, ServiceNow or Zendesk.
• Ability to troubleshoot, triage and escalate technical issues appropriately.
• French Speaker is desirable but not required.

Responsibilities

• Provide prompt and courteous assistance to customers via support system, email, phone and Teams chat.
• Triage incoming support tickets and enquiries, assessing urgency and severity.
• Troubleshoot technical issues, provide solutions or elevate as required.
• Document customer interactions and resolutions in the support system.
• Follow up with customers to confirm satisfactory resolution and provide additional assistance.
• Continuously update product knowledge and contribute to knowledge articles.

Skills

Technical Customer Support Experience

Troubleshooting Skills

Strong Communication Skills

Customer-Focused Mindset

Ownership & Follow-Through

Tools

Salesforce

Jira

ServiceNow

Zendesk

Job description

• Provide prompt and courteous assistance to customers via support system, email, phone and Teams chat
• Triage incoming support tickets and enquiries, assessing urgency and severity
• Troubleshoot technical issues, provide solutions or elevate as required
• Document customer interactions and resolutions in the support system
• Follow up with customers to confirm satisfactory resolution and provide additional assistance
• Continuously update product knowledge
• Contribute to knowledge articles
• Identify recurring questions
• Keep internal documentation current
• Serve as a liaison between clients and EcoOnline software products
• Help maintain EcoOnline’s reputation as a trusted industry leader

Requirements

• 2+ years of experience in a software support or technical customer support role
• Strong written and verbal communication and customer service skills
• Experience working in a support environment and using support or ticketing systems
• Ability to troubleshoot, triage and elevate technical issues appropriately
• Ability to quickly learn new applications, technologies and internal procedures
• Customer-focused mindset with strong ownership and follow-through
• Experience with support platforms such as Salesforce, Jira, ServiceNow or Zendesk
• French Speaker is desirable but not required

Core Competencies

Demonstrates expertise in technical customer support, including troubleshooting, triaging, and escalating issues effectively. Proficient in using support platforms and maintaining customer satisfaction through strong communication and follow-up.

Highest-signal resume keywords

• Technical Customer Support Experience
• Troubleshooting Skills
• Support Platforms Experience
• Strong Communication Skills
• Customer-Focused Mindset

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• Triage
• Technical Support
• Documentation
• Knowledge Management

Soft Skills

• Customer Service
• Written Communication
• Verbal Communication
• Ownership
• Follow-Through

Industry Keywords

• Support Environment
• Customer Interaction
• Knowledge Articles
• Client Liaison
• EcoOnline Software

Tools & Technologies

• Salesforce
• Jira
• ServiceNow
• Zendesk