Application Support Agent

We’re looking for an Application Support Agent to join us as a technical expert, where you’ll be resolving customer queries and issues to make sure ECO Surv delivers a high-quality customer experience.

This role requires strong problem-solving skills, excellent communication abilities, and a deep understanding of our software solutions. So if this sounds like the role for you, then we’d love to hear from you!

How we see the role

Key tasks include;

• Troubleshooting & Problem Resolution – Diagnose and resolve technical issues, use diagnostic tools to investigate problems and escalate issues when necessary
• Customer Communication – Provide clear, professional, and empathetic communication to customers in a timely manner
• Monitoring & Reporting – Monitor system alerts and identify trends in customer issues
• Documentation & Knowledge Sharing – Create and maintain internal and external knowledge bases
• Team Collaboration – Liaise with other teams and support troubleshooting efforts
• Service & Process Improvement – Identify opportunities for improvements and enhance ways of working

Do you have…

• Minimum 3 years in technical support or 2nd Line Support within a SaaS environment
• Zendesk & Jira experience to a high standard
• ITIL certification
• Strong understanding of SaaS platforms, databases (e.g., SQL) and troubleshooting tools
• Demonstrated ability to diagnose and resolve complex technical issues
• Excellent communication and interpersonal skills, with a commitment to delivering exceptional customer service
• Proven ability to work effectively with cross-functional teams, including development and product teams
• Ability to prioritise tasks and manage multiple issues simultaneously in a fast-paced environment
• Experience creating or contributing to internal/external documentation or knowledge bases

You will be the perfect fit for ECO Surv if you are…

• A genuine team player
• Positive with a can-do attitude
• Hard-working, results driven and own it
• Self-motivated and love to solve problems
• Humble – work without ego
• Ambitious and driven
• Someone who takes pride in their work