Technical Support Analyst

2 weeks ago

Toronto, Canada EcoOnline Full time

At EcoOnline, we believe that our work should not only be profitable but also purposeful. By developing software solutions that safeguard people and environment, we are making a positive impact on the world. As a Technical Support Analyst at EcoOnline, you will have the opportunity to be part of this mission and work towards creating safer, more sustainable workplaces.

Not only will you be making a difference, but you will also be joining a rapidly growing global organization with close to 10,000 customers. You will work alongside over 800 talented colleagues, gaining valuable experience and building a powerful professional network.

We offer a supportive and inclusive work environment that values collaboration, creativity, and innovation. We prioritize the well-being of our employees, offering competitive benefits and opportunities for professional development.

If you are looking for a meaningful and fulfilling career in a company that prioritizes social responsibility, innovation, and growth, then EcoOnline may be the perfect fit for you.

**The Team**:
The primary goal of a customer support team is to provide technical support and assistance to customers who encounter issues while using EcoOnline products.

**Responsibility**:
Issue Resolution: You will work to resolve technical issues and bugs that customers encounter while using the product. This involves investigating the issue, identifying the root cause, and providing a solution or workaround to the customer.

Technical Assistance: You will provide technical assistance to customers who are having trouble using the product or need help with specific features or functionalities. This may involve walking customers through specific processes or configurations or troubleshooting technical issues.

Troubleshooting: You will troubleshoot customer issues and provide guidance on how to resolve problems. This requires a strong understanding of the product and its technical components, as well as the ability to diagnose and solve technical issues.

Documentation: You will create and maintain documentation to help customers troubleshoot issues on their own. This may include creating knowledge base articles or instructional videos to help customers solve common issues without needing to contact support.

Feedback: You will gather customer feedback on product issues and feature requests and provide that feedback to the product team for consideration in future product development. This includes documenting and reporting customer issues, as well as advocating for customer needs in product discussions.

Overall, as an individual contributor on a customer support team, your role is critical in ensuring that customers have a positive experience with the SaaS product or service. By providing technical assistance, troubleshooting issues, and gathering customer feedback, you help ensure that customers remain loyal and engaged customers over time.

**Your Skills**:

- Problem resolution and creative thinking skills
- Experience with a Customer Support platform
- Highly proficient level of computer skills, including MS Word, PowerPoint, Excel and Outlook
- Have a keen mind for process improvement.
- Be analytical in approach, empathetic in execution.
- A master of follow up and ensuring the customers’ needs have been met.
- College Diploma or bachelor’s degree preferred.
- Call centre experience and knowledge of HTML and/or SQL an asset.
- Have full working rights in Canada

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