Technical Support Analyst - SaaS & Public Sector, Hybrid

Euna Solutions; Oakville; Híbrido; CAD 53.000 - 66.000; Jornada completa

Descripción de la vacante

Euna Solutions is seeking a customer‑focused technical support associate for a hybrid Oakville, ON role. You will handle inquiries via phone, video, email, and chat, troubleshoot software issues, and document all interactions in Zendesk.

You will grow product knowledge and contribute to the internal knowledge base as you become the first point of contact for customers. The position emphasizes strong communication, clarity in explanations, and collaboration with senior analysts to expand

Formación

• Up to 1 year of experience in a technical support or customer-facing role.
• Customer-first mentality and pride in delivering support.

Responsabilidades

• Troubleshoot and diagnose software issues following established workflows and escalation procedures.
• Respond to customer inquiries via phone, video, email, and chat with timely, professional support.
• Develop working proficiency in a core product to serve as first contact for customers.
• Document all customer interactions and resolutions in Zendesk.
• Contribute to knowledge base articles and support documentation.
• Collaborate with peers to improve troubleshooting approaches and skills.
• Provide after-hours coverage during holidays and outages as needed.

Conocimientos

Customer focus

Clear communication

Plain language

CRM familiarity

Herramientas

Zendesk

Descripción del empleo

Euna Solutions is seeking a customer‑focused technical support associate for a hybrid Oakville, ON role. You will handle inquiries via phone, video, email, and chat, troubleshoot software issues, and document all interactions in Zendesk.

You will grow product knowledge and contribute to the internal knowledge base as you become the first point of contact for customers. The position emphasizes strong communication, clarity in explanations, and collaboration with senior analysts to expand