Hybrid Public Sector Support Analyst

Euna Solutions; Atlanta (GA); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Euna Solutions is seeking an Associate Support Analyst to join the Support Services team, serving public sector customers who rely on our software for procurement, budgeting, and financial operations.

You will own the full support experience, troubleshoot, document interactions in Zendesk, and grow product knowledge while collaborating with peers. This role is hybrid with three days in our Atlanta, GA office.

Qualifications

• Up to 1 year of experience in a technical support, help desk, or customer-facing role; internships and co-ops count.
• Strong written and verbal communication skills with ability to explain technical concepts in plain language.
• Comfort working in a ticketing system or CRM environment; familiar with web browsers, connectivity, and general software navigation.
• Familiarity with Zendesk as a support tool is a plus.

Responsibilities

• Own the full support experience for incoming customer inquiries via phone, video, email, and chat, delivering timely resolutions.
• Troubleshoot and diagnose software issues following established workflows and escalation procedures.
• Build 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 to keep the team informed.
• Contribute to internal knowledge base articles, FAQs, and support documentation.
• Collaborate with peers and senior analysts to sharpen troubleshooting approaches.
• Provide support during holidays, after-hours incidents, and outages as needed.

Skills

Customer-first mindset

Communication skills

Ticketing/CRM experience

Technical concepts familiarity

Tools

Zendesk

Job description

Euna Solutions is seeking an Associate Support Analyst to join the Support Services team, serving public sector customers who rely on our software for procurement, budgeting, and financial operations.

You will own the full support experience, troubleshoot, document interactions in Zendesk, and grow product knowledge while collaborating with peers. This role is hybrid with three days in our Atlanta, GA office.