We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliversolutions 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. 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.

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. Read on to learn more about the opportunity and how you can have a positive impact! 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. 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. 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. 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.

Extended Parental Leave Robust Health Coverage

We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

This job posting is for an existing vacancy. If you are contacted by someone claiming to represent EcoOnline and are unsure whether the prospect is legitimate, please exercise caution and verify the communication through our official careers page or by contacting us directly. At EcoOnline, we may use AI-assisted note-taking technology during interviews to help capture key discussion points accurately and allow interviewers to focus on the conversation.

AI is used only as an administrative support tool. We are committed to handling personal information responsibly and in line with applicable privacy regulations. #

📌 Analyste, Support technique | Technical Support Analyst (Toronto)
🏢 ECOONLINE
📍 Toronto