Technical Support Analyst

Socket.dev; Toronto; Hybrid; CAD 55,000 - 90,000; 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. You will serve as a crucial liaison between clients and our software products, ensuring seamless and high-quality support experiences.

You will investigate and resolve technical issues, log client interactions, and deliver timely resolutions that reinforce EcoOnline’s reputation as a trusted leader. Hybrid role with growth opportunities across a rapidly expanding sector.

Qualifications

• 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.
• French Speaker is desirable but not required.

Responsibilities

• Providing prompt and courteous assistance to customers via our support channels (email, phone, chat).
• Triaging incoming support tickets and accurately assessing urgency and severity.
• Troubleshooting technical issues and providing solutions or escalating as required.
• Documenting customer interactions and resolutions in the support system.
• Following up with customers to ensure issues are resolved satisfactorily and providing extra help as needed.
• Continuously updating product knowledge and contributing to knowledge articles.

Skills

Customer support

Ticketing systems

Troubleshooting

Learning quickly

Customer focus

Tools

Salesforce

Jira

ServiceNow

Zendesk

Job description

Want to be a part of a company that’s making a difference?

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliversolutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.

Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code, a set of principles that underpins our values, is our commitment to each other and workingbetter together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

About the Role

We’re seeking a proactive and detail-oriented 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 resolutions. Your work will directly contribute to maintaining EcoOnline’s reputation as a trusted industry leader.

Key Responsibilities:

• Providing prompt and courteous assistance to customers via various communication channels such as our support system, email, phone and Teams chat.
• Triaging incoming support tickets and enquiries, accurately assessing their urgency and severity.
• Troubleshooting technical issues and providing solutions or escalating as required.
• Documenting customer interactions and resolutions in the support system for future reference.
• Following up with customers to ensure their issues have been resolved satisfactorily and providing any necessary additional assistance.
• Continuously updating your product knowledge, contributing to knowledge articles, identifying recurring questions and keeping internal documentation current to better assist customers and the wider support team.

What we're looking for:

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.

French Speaker is desirable but not required.

Experience with support platforms such as Salesforce, Jira, ServiceNow or Zendesk.

Our Benefits:

• Generous Paid Time Off
• Extended Parental Leave
• Robust Health Coverage
• Accelerated Learning Paths
• Team Wellness Initiatives
• Company-wide Events
• Employee Resource Groups
• Recognition awards

EcoOnline is proud to be an equal-opportunityemployer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

This job posting is for an existing vacancy.

While EcoOnline may occasionally partner with professional recruitment agencies, we will never ask or require candidates to pay for CV writing, career coaching, recruitment services or any part of our hiring process.

If you are contacted by someone claiming to represent EcoOnline and are unsure whether the opportunity is legitimate, please exercise caution and verify the communication through our official careers page or by contacting us directly.

At EcoOnline, we may use AI-assisted note-taking technology during interviews to help capture key discussion points accurately and allow interviewers to focus on the conversation. AI is used only as an administrative support tool. All candidate assessments and hiring decisions are made by trained recruiters and hiring managers. We are committed to handling personal information responsibly and in line with applicable privacy regulations.

#LI-Hybrid