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EcoOnline

Customer Support Analyst

Toronto, ON, Canada

Pay: $50,000 to $56,000 CAD / year
Job type: Full-time
Experience: 2+ years of experience in a software support or technical customer support role.
Posting language: English
Posted: Sep 8, 2026

Apply About employer

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Original job description

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

EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

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.

While EcoOnline may occasionally partner with professional recruitment agencies, we will never ask or require candidates to pay for CV writing, career coaching, recruitment services or any part of our hiring process.

If you are contacted by someone claiming to represent EcoOnline and are unsure whether the opportunity 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. All candidate assessments and hiring decisions are made by trained recruiters and hiring managers. We are committed to handling personal information responsibly and in line with applicable privacy regulations.

Apply About employer

More about this job

Responsibilities

The analyst will serve as a liaison between clients and software products to investigate and resolve technical issues. They are responsible for triaging support tickets, documenting interactions, and ensuring timely resolutions for customers.

Requirements

Candidates must have at least 2 years of experience in a software or technical support role. Proficiency in ticketing systems and strong communication skills are required, with French language skills considered a plus.

Skills

Technical Support
Troubleshooting
Customer Service
Ticketing Systems
Salesforce
Jira
ServiceNow
Zendesk
Communication
Triage
Documentation
Software Support
Problem Solving
Technical Analysis

Benefits

Generous Paid Time Off
Extended Parental Leave
Robust Health Coverage
Accelerated Learning Paths
Team Wellness Initiatives
Company-wide Events
Employee Resource Groups
Recognition Awards

Visa sponsorship

Not detected in the job text

Keywords

Technical Support Analyst
Software Support
Customer Support
Salesforce
Jira
ServiceNow
Zendesk
Troubleshooting
Triage
Ticketing Systems
Technical Documentation
SaaS
Client Relations
Hybrid Work
EcoOnline

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