Junior Support Analyst

Eagle Eye; United States; Hybrid; USD 39,000 - 45,000; Full time

Benefits offered by this job

Base salary

Work from home flexibility

Generous paid leave

401K plan

Medical & dental benefits

Learning & development

Employee assistance program

Headspace subscription

Mental Health support

Employee Resource Groups

Charity events

Job summary

Eagle Eye is seeking a Customer Support professional to join the global Support Team. You will handle customer requests, troubleshoot issues, and guide users through the Eagle Eye platform, balancing a high-volume workload with a proactive, customer-focused approach.

The role involves collaborating across teams, learning multiple systems, and contributing to knowledge sharing while adhering to SLAs. Flexible work arrangements include home-based and on-site options, supporting a global client

Qualifications

• Experience in IT support roles in a high-volume environment.
• Proven problem-solving in a fast-paced setting.
• Commitment to delivering outstanding customer service.
• Excellent written and verbal communication skills.
• Attention to detail and ability to self-manage workload.
• Desire to learn new technologies and continuously develop.

Responsibilities

• Proactively nurture existing customer relationships with excellent service.
• Resolve issues and complaints quickly while maintaining relationship integrity.
• Deliver professional service via phone and email with aim for one-call resolution.
• Develop and maintain effective cross-department communication for support.
• Document known issues and workarounds clearly.
• Escalate to 3rd line and development teams as needed.

Skills

IT support

Customer service

Problem-solving

Communication

Autonomy

Teamwork

Learning agility

Education

ITIL Foundation

Tools

Google Cloud Logging

New Relic

JSON

XML

APIs

Job description

About the role

The Support Team at Eagle Eye is a global team based in the UK, Canada, and Australia, handling all internal and external customer requests. With a team of 11 and growing, they manage 500–600 tickets weekly via Zendesk, owning issues from start to finish. Tasks range from assisting with IT equipment, guiding customers on the platform, and troubleshooting transactions using tools like Google Cloud and other third-party systems.

The role requires learning multiple systems and understanding customer use of Eagle Eye products. Collaboration and teamwork are key, as no one knows everything, and answers are found together. The team works a 24/7 shift pattern (5 days out of 7, with variable start times) to ensure global coverage. Joining the Customer Care team is an excellent career springboard, with many members progressing into other roles within Eagle Eye.

Typical duties

• Proactively nurturing existing customer relationships by providing an excellent level of customer service on a day-to-day basis

• Resolving all customer issues and complaints quickly and tenaciously, ensuring that the integrity of the relationship is maintained

• Delivering a professional service to our customers;

  • Communicating effectively over the telephone, striving for one call resolution
  • Communicating via email, responding swiftly to any queries or requests for information

• Developing and maintaining effective communication channels with all departments, ensuring that necessary support and information is transferred

• Documenting known issues and workarounds in a concise and clear manner

• Using existing solutions to assist in troubleshooting and escalation of issues

• Sharing knowledge with other team members and other teams within the business

• Expanding the role through knowledge transfer from other teams

• Working within defined SLAs

• Having a full understanding of our clients’ use of our platform and service

• Troubleshooting issues through log inspection, testing and 3rd party applications

• Escalating and communicating to 3rd line and development teams whilst keeping clients informed

• Ensuring compliance processes are followed at all times

• Any other additional tasks as required to support the team and business objectives

About you

You are

• Organised
• Able to work autonomously
• A strong team player
• Able to solve problems and view potential solutions
• Able to learn and adapt quickly
• A good communicator

Requirements

You have

• Experience of working in an IT support role
• Experience in problem-solving in a high volume fast-paced environment
• A commitment to providing an outstanding level of customer service
• Excellent communication skills both written and oral
• Exceptional attention to detail
• The ability to self-manage workload
• The enthusiasm to learn new things and continually develop
• The desire to resolve new and existing customer issues quickly and efficiently
• The desire to make sure the next person succeeds
• Experience in Coupons, Loyalty and Stored Value (desirable)
• ITIL foundation or equivalent (desirable)
• Experience of reading JSON and XML (desirable)
• Experience of google cloud logging (desirable)
• Experience of New Relic (desirable)
• Experience of API calls (desirable)

Benefits

• A competitive base salary

• Flexibility to work from home/various office locations

• Generous annual leave package including

  • 25 days paid annual leave
  • 5 days paid sick leave which if unused gets added to your annual leave the next year

• Contributory 401K Plan

• Medical and dental benefits package for eligible employees and their dependents.

• Support in continuous learning and self-development

• Access to employee assistance program

• Access to the paid Headspace app subscription

• Mental Health First Aiders to support employee’s mental wellbeing

• Employee Resource Groups focused on underrepresented groups in Eagle Eye, including Purple Women

• Charity Committee committed to organising events throughout the year to raise money for those less privileged

Compensation : The expected base salary range for this role is $55,000- $64,000 CAD per year. Final compensation is determined by various factors including, but not limited to, relevant experience, technical skills, and specific certifications.

Vacancy Status : This is a posting for an existing, immediate vacancy.

Al Disclosure : We use Al-enabled tools within our hiring platform (Workable) to help us screen for minimum qualifications and rank applicants based on their technical skills. All final hiring decisions and interview selections are made by our human recruitment team.

Inclusive Hiring : In accordance with Ontario’s Working for Workers Four Act, we do not require “Canadian work experience” for this position. We welcome global talent and evaluate all candidates based on the technical and functional competencies outlined in the requirements section above.