📍 Job Overview

Job Title: Technical Support Analyst
Company: EcoOnline
Location: Christchurch, Canterbury, New Zealand
Job Type: Hybrid (On-site & Remote)
Category: Customer Support & Services
Date Posted: July 24, 2025
Experience Level: 2-5 years
Remote Status: Hybrid (On-site & Remote)

🚀 Role Summary

Serve as the primary liaison between EcoOnline's clients and their EHS & ESG products.
Provide prompt and courteous assistance to customers via various communication channels.
Troubleshoot technical issues and ensure customer satisfaction through unparalleled support services.
Contribute to EcoOnline's mission to protect people and the planet by building and deploying transformative software.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and a proactive approach to problem-solving. Familiarity with web technologies and software systems will be beneficial.

💻 Primary Responsibilities

Customer Support: Provide prompt and courteous assistance to customers via various communication channels such as the support system, email, phone, and teams chat.
Ticket Triage: Accurately assess the urgency and severity of incoming support tickets and enquiries.
Troubleshooting: Troubleshoot technical issues and provide solutions or escalate to Tier 2 support as needed.
Documentation: Document customer interactions and resolutions in the support system for future reference.
Follow-up: Follow up with customers to ensure their issues have been resolved satisfactorily and provide any necessary additional assistance.
Knowledge Base: Continuously update your knowledge base and stay informed about product updates and changes to better assist customers.

📝 Enhancement Note: This role requires strong organizational skills, attention to detail, and the ability to work efficiently under pressure.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree or equivalent experience in a related field.

Experience: 2 years or more of experience within customer services and a support environment.

Required Skills:

Strong communication and customer service skills.
Experience working in a support environment and knowledge of software systems.
Ability to quickly learn new applications and technologies.
Ability to follow internal procedures.
Familiarity with web technologies.

Preferred Skills:

Experience with EHS (Environment, Health, and Safety) or ESG (Environmental, Social, and Governance) software.
Knowledge of EcoOnline's products and services.

📝 Enhancement Note: Candidates with experience in a similar role, familiarity with web technologies, and a passion for customer service will be well-suited to this position.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: While not required, having a portfolio showcasing previous customer support or troubleshooting experiences can be beneficial. Include examples of successful issue resolution, customer feedback, or process improvements.

Technical Documentation: Familiarize yourself with EcoOnline's products and services, and be prepared to discuss your understanding of their features and functionalities.

📝 Enhancement Note: Although a web portfolio is not explicitly required, demonstrating an understanding of EcoOnline's products and services through technical documentation or case studies can strengthen your application.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Christchurch, New Zealand, is approximately NZD 65,000 - 85,000 per annum, depending on experience and qualifications. This estimate is based on regional market research and industry standards for customer support roles.

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

Working Hours: This role operates on a standard 40-hour workweek, with flexible scheduling to accommodate customer needs and time zones.

📝 Enhancement Note: The salary range provided is an estimate and should be verified with the hiring organization. Benefits may vary based on the candidate's location and EcoOnline's global benefits package.

🎯 Team & Company Context

🏢 Company Culture

Industry: EcoOnline operates in the environmental, health, and safety (EHS) and environmental, social, and governance (ESG) software industry, focusing on protecting people and the planet.

Company Size: EcoOnline is a growing global tech company with over 11,000 customers, providing ample opportunities for career growth and development.

Founded: EcoOnline was founded in 2000, with a strong commitment to driving positive change through innovative software solutions.

Team Structure: The Customer Support team at EcoOnline consists of dedicated professionals who work collaboratively to ensure customer satisfaction and success. The team is structured to provide efficient and effective support to customers across various communication channels.

Development Methodology: EcoOnline follows a customer-centric approach to product development, continuously gathering feedback and improving its EHS and ESG software solutions. The company encourages a culture of innovation, collaboration, and continuous learning.

Company Website: https://www.ecoonline.com/

📝 Enhancement Note: EcoOnline's commitment to its mission, customer focus, and collaborative work environment make it an attractive employer for customer support professionals seeking to make a positive impact.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an excellent opportunity for an experienced customer support professional to grow within the organization. The position offers the chance to develop technical skills, gain exposure to various industries, and contribute to EcoOnline's mission.

Reporting Structure: The Technical Support Analyst will report directly to the Customer Support Manager and work closely with other support team members, product specialists, and software developers.

Technical Impact: In this role, you will directly influence customer satisfaction and contribute to the continuous improvement of EcoOnline's products and services by providing valuable feedback and insights from the field.

Growth Opportunities:

Technical Specialization: Develop expertise in specific areas of EcoOnline's products and services, becoming a go-to resource for customers and team members.
Mentoring & Leadership: As you gain experience, you may have the opportunity to mentor new team members, lead projects, or take on a supervisory role.
Cross-functional Collaboration: Work closely with other departments, such as Product Development and Sales, to gain a holistic understanding of EcoOnline's business and identify opportunities for improvement.

📝 Enhancement Note: EcoOnline's commitment to growth and development makes it an ideal place for customer support professionals seeking to advance their careers in a dynamic and innovative environment.

🌐 Work Environment

Office Type: EcoOnline's Christchurch office is a modern, collaborative workspace designed to foster innovation and teamwork. The office features open-plan workspaces, meeting rooms, and relaxation areas.

Office Location(s): EcoOnline's Christchurch office is located at 340 Durham Street North, Christchurch 8013, New Zealand.

Workspace Context:

Collaboration: The office layout encourages collaboration and communication among team members, with ample space for brainstorming sessions and team meetings.
Technology: EcoOnline provides its employees with state-of-the-art technology, including high-speed internet, multiple monitors, and the latest software tools.
Flexibility: The hybrid work arrangement offers flexibility, allowing employees to balance their work and personal lives effectively.

Work Schedule: The standard workweek is 40 hours, with flexible scheduling to accommodate customer needs and time zones. EcoOnline encourages a healthy work-life balance and offers generous paid time off to ensure employees can recharge and maintain their well-being.

📝 Enhancement Note: EcoOnline's commitment to providing a collaborative, flexible, and supportive work environment makes it an attractive employer for customer support professionals seeking a positive and engaging work experience.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess your communication skills, customer service experience, and understanding of EcoOnline's products and services.
Technical Assessment: A hands-on assessment to evaluate your troubleshooting skills, product knowledge, and ability to work under pressure.
Behavioral Interview: A discussion-focused interview to understand your problem-solving approach, customer focus, and cultural fit within EcoOnline.
Final Interview: A meeting with the hiring manager to discuss your career aspirations, growth opportunities, and next steps.

Portfolio Review Tips:

Highlight examples of successful issue resolution, customer feedback, or process improvements from your previous roles.
Be prepared to discuss your understanding of EcoOnline's products and services, as well as any relevant web technologies or software systems experience.

Technical Challenge Preparation:

Familiarize yourself with EcoOnline's products and services, and be prepared to discuss their features, functionalities, and potential use cases.
Brush up on your troubleshooting skills and be ready to demonstrate your ability to think critically and solve problems efficiently.

ATS Keywords: Customer Support, Technical Support, Troubleshooting, Customer Service, Web Technologies, Software Systems, Learning New Applications, Problem-solving, Communication, Collaboration, Customer Focus, EcoOnline, EHS, ESG, Hybrid Work, Christchurch, New Zealand.

📝 Enhancement Note: EcoOnline's interview process is designed to assess your technical skills, customer focus, and cultural fit within the organization. By preparing thoroughly and demonstrating your understanding of EcoOnline's products and services, you can increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Support Tools:

EcoOnline's proprietary customer support system (used for ticket management, documentation, and knowledge base)
Email, phone, and teams chat for customer communication
Web technologies and software systems relevant to EcoOnline's products and services

📝 Enhancement Note: Familiarity with EcoOnline's support tools, web technologies, and software systems relevant to their products and services will be beneficial in this role.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Putting customers first and ensuring their satisfaction is at the heart of EcoOnline's customer support culture.
Proactive Problem-solving: Taking initiative and going the extra mile to resolve customer issues and improve support processes.
Collaboration: Working closely with other departments, such as Product Development and Sales, to ensure customer needs are met and exceeded.
Continuous Learning: Staying up-to-date with product updates, changes, and industry best practices to better assist customers.

Collaboration Style:

Cross-functional Integration: Working closely with other departments to ensure customer needs are met and exceeded.
Knowledge Sharing: Regularly sharing updates, insights, and best practices with the team to improve support processes and customer satisfaction.
Peer Support: Collaborating with team members to troubleshoot complex issues, learn from one another, and grow together.

📝 Enhancement Note: EcoOnline's customer support culture is built on a strong commitment to customer focus, proactive problem-solving, collaboration, and continuous learning, making it an ideal environment for customer support professionals seeking a dynamic and engaging work experience.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Product Knowledge: Staying up-to-date with EcoOnline's ever-evolving product suite, including new features, updates, and releases.
Customer Expectations: Managing customer expectations and ensuring their satisfaction, even in challenging or high-pressure situations.
Problem-solving: Troubleshooting complex technical issues and finding creative solutions to resolve customer problems efficiently.
Adaptability: Quickly learning and adapting to new tools, processes, and technologies as EcoOnline continues to grow and evolve.

Learning & Development Opportunities:

Product Training: Regular training sessions and workshops to deepen your understanding of EcoOnline's products and services.
Industry Conferences & Events: Opportunities to attend industry conferences, workshops, and webinars to stay current with best practices and emerging trends in EHS and ESG software.
Mentorship & Coaching: Guidance and support from experienced team members to help you grow and develop your skills in a customer support role.

📝 Enhancement Note: EcoOnline's commitment to growth and development makes it an ideal place for customer support professionals seeking to advance their careers in a dynamic and innovative environment.

💡 Interview Preparation

Technical Questions:

Product Knowledge: Questions about EcoOnline's products and services, their features, functionalities, and potential use cases.
Troubleshooting: Scenarios that require you to demonstrate your ability to diagnose and resolve technical issues efficiently.
Problem-solving: Situational questions that assess your ability to think critically, make informed decisions, and communicate effectively with customers.

Company & Culture Questions:

Customer Focus: Questions that evaluate your understanding of EcoOnline's commitment to customer satisfaction and your ability to put customers first.
Collaboration: Questions that assess your ability to work effectively with other departments, such as Product Development and Sales, to ensure customer needs are met and exceeded.
Continuous Learning: Questions that explore your curiosity, willingness to learn, and commitment to staying up-to-date with EcoOnline's products, services, and industry best practices.

Portfolio Presentation Strategy:

Product Focus: Highlight your understanding of EcoOnline's products and services, and be prepared to discuss their features, functionalities, and potential use cases.
Problem-solving: Showcase your ability to troubleshoot complex technical issues and find creative solutions to resolve customer problems efficiently.
Customer Focus: Demonstrate your commitment to customer satisfaction and your ability to put customers first in all your interactions.

📝 Enhancement Note: EcoOnline's interview process is designed to assess your technical skills, customer focus, and cultural fit within the organization. By preparing thoroughly and demonstrating your understanding of EcoOnline's products and services, you can increase your chances of success in the interview process.

📌 Application Steps

To apply for this Technical Support Analyst position at EcoOnline:

Submit your application through the application link provided on the EcoOnline careers page.
Customize your resume and portfolio to highlight your relevant customer support experience, technical skills, and understanding of EcoOnline's products and services.
Prepare for the interview process by familiarizing yourself with EcoOnline's products, services, and industry best practices, as well as brushing up on your troubleshooting skills and problem-solving techniques.
Research EcoOnline's company culture, mission, and values to ensure a strong fit and alignment with your personal and professional goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Analyst