Remote Junior IT Support & Customer Care Analyst

Eagle Eye Group; Toronto; Hybrid; CAD 55,000 - 64,000; Full time

Benefits offered by this job

Generous annual leave

Medical and dental benefits

401K-like plan

Headspace app

Employee resource groups

Learning and development support

Job summary

Eagle Eye Group is recruiting for an IT support role within its global Customer Care team, spanning the UK, Canada, and Australia. You will handle tickets end-to-end, troubleshoot using Google Cloud and other systems, and learn multiple Eagle Eye products. The role follows a 24/7 shift pattern (5 days out of 7) to provide worldwide coverage.

Join a growing team with opportunities to move into other roles and build a career in customer care, IT support, and platform knowledge.

Qualifications

• Experience in an IT support role.
• Proven ability to solve problems in a high-volume, fast-paced environment.
• Strong commitment to delivering outstanding customer service.
• Excellent written and spoken communication skills.
• Attention to detail and ability to self-manage workload.
• Willingness to learn and continually develop.

Responsibilities

• Provide proactive customer support and deliver an excellent service daily.
• Resolve issues and complaints quickly while maintaining client relationships.
• Communicate effectively by phone and email, aiming for one-call resolution.
• Collaborate with all departments and document known issues and workarounds.
• Escalate to 3rd line and development teams as needed and keep clients informed.

Skills

IT support

Problem-solving

Communication

Customer service

Autonomous worker

Learning ability

High volume environment

Team collaboration

Education

ITIL Foundation

Tools

Google Cloud

JSON

XML

New Relic

API calls

Job description

Eagle Eye Group is recruiting for an IT support role within its global Customer Care team, spanning the UK, Canada, and Australia. You will handle tickets end-to-end, troubleshoot using Google Cloud and other systems, and learn multiple Eagle Eye products. The role follows a 24/7 shift pattern (5 days out of 7) to provide worldwide coverage.

Join a growing team with opportunities to move into other roles and build a career in customer care, IT support, and platform knowledge.