Senior Customer Support Representative

EcoOnline Global; Liverpool; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking global tech company dedicated to protecting people and the planet. As a Senior Customer Support Representative, you will play a key role in connecting clients with innovative EHS and ESG solutions, ensuring their success and satisfaction. This role offers the opportunity to work closely with industry experts and contribute to meaningful change. With a focus on personal and professional growth, you will thrive in a collaborative environment that values innovation and excellence. If you are passionate about making a difference and have a knack for problem-solving, this position is perfect for you.

Qualifications

• 2+ years of experience in customer support with a focus on software systems.
• Strong skills in data analysis and reporting, especially with MS Excel.

Responsibilities

• Serve as the primary liaison between clients and EHS/ESG products.
• Document customer interactions and provide technical support.

Skills

C#

Data analysis

MS Excel - VBA

Excellent communication skills

Relational databases

Support ticketing systems

Job description

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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 deliver solutions 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: Connects 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 working better 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

In this position, you will serve as the primary liaison between our valued clients and our innovative EHS (Environmental Health and Safety) and ESG (Environmental, Social, and Governance) products, demonstrating our commitment to excellence.

Key Responsibilities

1. Coordinate the permissions model deployment, working closely with the client.
2. Configure reports using the application report builder and provide report training for clients where requested.
3. Escalate unresolved issues to other internal teams for further investigation and resolution.
4. Utilize knowledge of C# to support product functionalities.
5. Communicate effectively with customers to explain technical solutions in a clear and understandable manner.
6. Document detailed information about customer interactions and resolutions in the support ticketing system for future reference and reporting purposes.
7. Regularly update your knowledge with product updates and industry trends to provide excellent support.
8. Create informative articles to help internal teams and external users understand our products better.
9. Collaborate closely with various departments, including support teams, Customer Success Managers, Implementation Specialists, and Product and R&D teams, to facilitate product adoption and enhance user experience.
10. Promote best practices for configuration and actively participate in discussions about these practices.
11. Serve as a second-line support resource within our product areas, providing specialized expertise.

What We're Looking For

1. Experience/knowledge of using C#.
2. Experience with relational databases.
3. 2+ years of experience.
4. Data analysis and reporting skills, including MS Excel – VBA, formulas, macros.
5. Excellent communication skills; ability to present admin training to clients confidently and effectively.
6. Experience working in a support environment and knowledge of software systems are essential.
7. Ability to quickly learn new applications and technologies.
8. Ability to follow internal procedures.
9. Ability to operate effectively in a fast-paced environment.
10. Prior use of support ticketing systems and understanding of SLAs (Service Level Agreements).

We offer a variety of global benefits, with country-specific details provided during your interview.

EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered. Our Talent Acquisition team reviews all applications and values potential in individuals, even if they don’t meet every specific requirement but demonstrate the right attitude, values, and drive to succeed.

We are committed to providing reasonable accommodations for individuals with disabilities. If you need assistance, please speak to your talent acquisition partner.

At EcoOnline, we believe in the power of technology to reshape how organizations protect their people and the planet, paving the way for a sustainable future.

As a global SaaS leader, we’re at the forefront of innovation in workplace health, safety, and sustainability. Our team is passionate about making a meaningful impact and a real difference.

Trusted by over 11,000 customers, recognized as pioneers in our field, delivering expertise and guidance at every stage of the safety and sustainability journey.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Other, Customer Service, and Information Technology

Industries

• Software Development

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