Public Sector Support Analyst – Growth Path

Eunasolutions; Oakville; Híbrido; CAD 53.000 - 66.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Eunafier Days

Philanthropy Time

Hybrid work model

Descripción de la vacante

Euna Solutions is seeking an Associate Support Analyst in Oakville, ON. You’ll handle inquiries via phone, chat, and email, escalate issues per procedure, and build product knowledge to become a trusted first contact for public sector customers.

You’ll document interactions in Zendesk, contribute to knowledge bases, and collaborate with peers to refine troubleshooting skills. This role includes after-hours coverage and a commitment to exceptional service.

Formación

• Up to 1 year of experience in a technical support, help desk, or customer-facing role (internships and co-ops count).
• Customer-first mentality with pride in delivering outstanding support.
• Clear written and verbal communication; ability to explain technical concepts plainly.
• Familiar with ticketing systems/CRM and basic tech concepts (browsers, connectivity, software navigation).
• Nice-to-have: experience working in Zendesk; SaaS familiarity; public sector/government exposure.

Responsabilidades

• Troubleshoot and diagnose software issues reported by customers following established workflows and escalation procedures.
• Respond to customer inquiries via phone, video, email, and chat with timely, professional support.
• Develop working proficiency in one of Euna's core products to serve as a reliable first contact for customers.
• Document all customer interactions, issues, and resolutions in Zendesk.
• Contribute to internal knowledge bases, FAQs, and support documentation as product knowledge grows.
• Collaborate with peers and senior analysts to improve troubleshooting approaches.
• Support coverage during holidays, after-hours incidents, and outages as needed.

Conocimientos

Customer-first mindset

Clear communication

Problem-solving

Team collaboration

Herramientas

Zendesk

CRM systems

Descripción del empleo

Euna Solutions is seeking an Associate Support Analyst in Oakville, ON. You’ll handle inquiries via phone, chat, and email, escalate issues per procedure, and build product knowledge to become a trusted first contact for public sector customers.

You’ll document interactions in Zendesk, contribute to knowledge bases, and collaborate with peers to refine troubleshooting skills. This role includes after-hours coverage and a commitment to exceptional service.