Technical Support Analyst

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: 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 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 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 escalate 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: We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process. - 🌴 Generous Paid Time Off - 🍼 Extended Parental Leave - ❤️‍🩹 Robust Health Coverage - 💡 Accelerated Learning Paths - 🧘‍♂️Team Wellness Initiatives - 📆 Company-wide Events - 🌎 Employee Resource Groups - ⭐️ Recognition awards