About the role

Associate Support Analyst troubleshooting cloud-based procurement software for public sector customers. Documenting issues, resolving tickets, and developing product expertise in a hybrid Oakville team.

Responsibilities

Troubleshoot and diagnose software issues reported by customers
Respond to customer inquiries via phone, video, email, and chat
Develop working proficiency in one of Euna's core products
Document customer interactions, technical issues, and resolutions in Zendesk
Contribute to knowledge base articles, FAQs, and support documentation
Collaborate with peers and senior analysts to improve troubleshooting skills
Provide support during holidays, after-hours incidents, and outages
Resolve customer issues within established SLA timelines and escalate appropriately
Maintain CSAT at or above the 94% organizational floor
Grow product knowledge and troubleshooting independence within the first 3 months

Up to 1 year of experience in a technical support, help desk, or customer-facing role; internships and co-ops count
Customer-first mentality
Clear written and verbal communication skills
Ability to explain technical concepts in plain language
Comfortable working in a ticketing system or CRM environment
Familiarity with basic technical concepts such as web browsers, connectivity, and general software navigation
Experience working in Zendesk (nice to have)
Prior exposure to SaaS products or curiosity about how software works (nice to have)
Familiarity with public sector or government-facing organizations (nice to have)
Ability to work the 12–8pm EST shift and provide holiday, after-hours, and outage coverage as needed