Senior Technical Support Specialist

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 personal growth 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

In this position, you will serve as the primary liaison between our valued clients and our innovative EHS (Environmental Health and Safety) and ESG (Environmental, Social, and Governance) products, demonstrating our commitment to excellence.

Key Responsibilities:

Co-ordinate the permissions model deployment, working closing with the client.
Configure reports using the application report builder and provide report training for client where requested.
Escalating unresolved issues to other internal teams for further investigation and resolution.
Experience/knowledge of using C#.
Communicating effectively with customers to explain technical solutions in a clear and understandable manner.
Documenting detailed information about customer interactions and resolutions in the support ticketing system for future reference and reporting purposes.
Regularly updating your knowledge and keeping up with product updates and industry trends is essential for providing excellent support.
Creating informative articles to help internal teams and external users understand our products better.
Collaborate closely with various departments, including support teams, Customer Success Managers, Implementation Specialists, and Product and Research & Development teams, to facilitate product adoption and enhance user experience.
Promote best practices for configuration and actively participate in discussions about these practices.
Serve as a specialized support resource within our product areas, providing expertise as a second-line specialist.

What we're looking for:

Experience with relational databases.
2 years + experience.

Data analysis and reporting experience - MS Excel – VBA, formulas, macros.

Data manipulation experience.

Excellent communication skills; ability to present admin training to clients confidently and effectively.

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.

Ability to think and operate in a fast-paced environment.
Prior use of support ticketing systems and understanding of SLAs (Service Level Agreements) and their significance.

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.