Technical Support Analyst supporting EcoOnline’s workplace safety and sustainability SaaS customers. Troubleshooting, triaging, documenting, and resolving issues across multiple support channels.
About the role
- Technical Support Agent L2 serving as an escalation point for unresolved technical issues. Providing advanced technical support for POS systems and customer communication.
Responsibilities
- Serve as an escalation point for unresolved Level 1 technical issues
- Provide intermediate-level technical support via phone and email
- Investigate basic to intermediate issues related to SMS system functionality and retail management (back-office systems)
- Analyze system behavior using logs, scripts, macros, and diagnostics
- Propose and/or implement appropriate solutions or technical recommendations
- Ensure escalation procedures and timelines are followed
- Communicate clearly with customers regarding issue status, expected timelines, and next steps
- Ensure resolution timelines are met and proactively communicate delays when necessary
- Validate issue resolution with customers prior to case closure
- Foster positive customer relationships through professional, clear, and empathetic communication
- Manage and review information within SQL databases at an intermediate level
- Accurately document all calls, troubleshooting steps, and resolutions in Salesforce, NAV, and other systems
- Maintain detailed case notes to support knowledge sharing and future issue resolution
- Collaborate with internal teams to identify medium-term solutions to recurring technical issues
- Participate in cross-functional meetings and committees as required
- Support team objectives and contribute to continuous improvement initiatives
- Share technical insights and findings to help reduce repeat escalations
Requirements
- Post-secondary education in IT, networking, computer science, or a related field preferred
- 5–7 years of experience in a technical support or escalation-based environment
- Experience supporting POS, SMS, or retail management systems
- Working knowledge of SQL databases (intermediate level)
- Experience with CRM and ticketing systems such as Salesforce and NAV
- Proficiency in Microsoft Office (Word, Excel, Outlook, etc.)
- Strong intermediate-level technical troubleshooting and analytical skills
- Ability to interpret logs, scripts, and system outputs
- Excellent written and verbal communication skills
- Strong time management and prioritization abilities
- Ability to work independently while collaborating effectively within a team
- High attention to detail and strong documentation discipline
- Proficiency in English (written and spoken) required; French and/or Spanish preferred.
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