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

Contribute to knowledge articles

Identify recurring questions

Keep internal documentation current

Serve as a liaison between clients and EcoOnline software products

Help maintain EcoOnline’s reputation as a trusted industry leader

Requirements

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 elevate technical issues appropriately

Ability to quickly learn new applications, technologies and internal procedures

Customer-focused mindset with strong ownership and follow-through





Experience with support platforms such as Salesforce, Jira, ServiceNow or Zendesk

French Speaker is desirable but not required

Core Competencies
Demonstrates expertise in technical customer support, including troubleshooting, triaging, and escalating issues effectively. Proficient in using support platforms and maintaining customer satisfaction through strong communication and follow-up.

Highest-signal resume keywords

Technical Customer Support Experience

Troubleshooting Skills

Support Platforms Experience

Robust Communication Skills

Customer-Focused Mindset

ATS Optimization Keywords
Hard Skills

Troubleshooting

Triage

Technical Support

Documentation

Knowledge Management

Soft Skills

Customer Service

Written Communication

Verbal Communication

Ownership

Follow-Through

Industry Keywords

Support Environment

Customer Interaction

Knowledge Articles

Client Liaison

EcoOnline Software

Tools & Technologies

Salesforce

Jira

ServiceNow

Zendesk

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📌 Customer Support Analyst (Ontario)
🏢 Jobtailor
📍 Ontario