Technical Support Analyst - UKI

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

Join a customer-first, fast-moving team making a real impact. Drive initiatives that directly shape our operational resilience and customer satisfaction. Collaborate with passionate, skilled professionals across Engineering, Product, Services and Support.

Key Responsibilities:

• Providing prompt and courteous assistance to customers via various communication channels such as our support system, email, phone and team’s chat.

• Triaging incoming support tickets and enquiries, accurately assessing their urgency and severity.

• Troubleshooting technical issues and providing solutions or escalating to Tier 2 support as needed.

• 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 knowledge base and staying informed about product updates and changes to better assist customers.

What we're looking for:

• 2+ Years of experience in a similar role.

• Strong communication and customer service skills.

• Experience of working in a support environment and knowledge of software systems are essential for the role.

• Ability to quickly learn new applications and technologies

• Ability to follow internal procedures

• Web technologies experience

• Strong communication skills — especially under pressure

• Ability to distil complex technical issues into clear, actionable communication for both technical and non-technical audiences

• Awareness of Service Level Agreements (SLAs) and their role in ensuring timely and effective support delivery

• Proficiency with support platforms (e.g.,Salesforce, Jira, ServiceNow, Zendesk)

• Data-driven mindset — comfortable with reporting, dashboards, and performance metrics

• A calm, decisive, and customer-obsessed approach to issue management

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.

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