Technical Support Analyst

2 months ago

Toronto, Canada EcoOnline Full time

**About us.**

**Technology that transforms the way organisations protect people and the planet for future generations.**

**Workplace safety** is a fundamental part of our DNA, and we take pride in ensuring that we make a positive impact on the lives of others.

By developing leading software solutions that safeguard people and the environment, we are positively impacting the world. Leveraging data and technology to drive a modern culture of health and safety compliance and sustainability.

If you’re interested in positively impacting the lives of others and being a part of a rapidly growing global organization, we hope you’ll consider joining us

We are a fast-growing SaaS business working with some of the world’s leading organizations, helping them to improve people’s lives and the environment. Our well-respected internal experts provide a range of software solutions across three key verticals: ESG (Environmental, Social & Governance), EHS (Environmental Health and Safety) and Chemical Safety.

Our people and culture are what sets us apart. We put our people first, empower to drive accountability, build trusted relationships, execute with pride, and champion protection. We celebrate rich diversity which fuels innovation and transformation.

We’re Scaling organically, and with strong PE investor, APAX we’ve got the financial capital and expertise to grow our capabilities and reach through acquisition. Are you keen to be part of our next phase of growth? Read on to learn more.

Agree #LifeAtEco #MakingADifference #Sustainability #ESG #EHS

**About the Role**

**Responsibilities**
- Diagnose and troubleshoot technical issues related to our SaaS products, guiding customers through solutions.
- Document issues and resolutions in our ticketing system, ensuring thorough and accurate records.
- Collaborate with cross-functional teams to escalate and resolve complex technical issues.
- Provide training and support to customers on product features and best practices.
- Create and maintain technical documentation, FAQs, and user guides to assist customers.
- Monitor and report on common issues to identify trends and areas for improvement.
- Stay updated on product updates and industry trends to provide informed support.

**Qualifications**
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 2+ years of experience in a technical support role, preferably in a SaaS environment.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Proficient in using ticketing systems (Salesforce/Zendesk) and customer support tools.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong problem-solving skills and a customer-oriented mindset.

**What We Offer**:
EcoOnline has a **flexible workplace policy** that allows you to **work on a hybrid remote basis, both from home and** **in the office**. We want you to be able to do your best work no matter where you are. We emphasize providing many ways to support our team to do their best work, and we believe that if you look after your people, they look after everything else

**Our Values**:
**Personal Health & well-being**:

- Extended Health Benefits through Manulife - 100% employer covered
- Employee & Family Assistance Program through Dialogue
- 3% RRSP contribution match, to a maximum of $6000/year through Wealthsimple
- 15 vacation days
- 2 weeklong NAM company-wide shutdowns
- 1 birthday day off
- 1 Giving Day to volunteer to give back to your community or a cause you care about
- $1000 annual Personal Development Allowance
- Parental Leave top-up - 12 weeks for birthing parents, 6 weeks for non-birthing parents

**Interested but don’t feel you meet all the qualifications?**

**Diversity, Equity & Inclusion.**

Celebrating differences is part of our DNA as is diversity drives innovation.

***#LI-REMOTE

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