Technical Support Analyst - Client Liaison & Troubleshooting

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

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.