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 troubleshooting POS systems and resolving customer technical issues. Managing tickets, calls, escalations, and CRM documentation remotely.
Responsibilities
- Efficiently manage and prioritize incoming support tickets
- Troubleshoot and resolve technical issues related to company products and services, specializing in POS systems
- Provide accurate and timely responses to customer inquiries
- Escalate complex issues to appropriate internal teams
- Deliver immediate assistance for emergency situations
- Handle inbound customer calls and explain technical concepts clearly and concisely
- Foster strong customer relationships through communication and problem-solving
- Listen actively to customer concerns, ask relevant questions, and demonstrate empathy and sensitivity
- Follow up to ensure issues are fully resolved and customer satisfaction is achieved
- Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions
- Stay informed about product updates, features, and best practices
- Participate in regular training sessions
- Document issues and resolutions using Salesforce or other CRM tools
Requirements
- High school diploma required
- Post-secondary education in networking, computer science, or a related field is an asset
- Previous experience in a technical support or call center environment preferred
- Familiarity with support ticketing systems such as Salesforce is a plus
- Proficiency in Microsoft Office (Word, Excel, Outlook, etc.)
- Strong technical aptitude and troubleshooting abilities
- Excellent communication skills, with the ability to remain patient and calm under pressure
- Ability to work both independently and collaboratively within a team environment
- Strong attention to detail and time management skills
- Proficiency in English (written and spoken) required
- French and/or Spanish preferred
- Ability to work remotely with a reliable internet connection and a dedicated workspace
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