Associate Support Analyst

The Opportunity:

Associate Support Analyst

As an Associate Support Analyst at Euna Solutions, you will be critical in ensuring our customers receive timely, accurate, and effective technical support. In addition, you will be responsible for troubleshooting software issues and providing solutions that enable our customers to be successful with our products. This is an early-level position with opportunities for growth and development towards either management or senior individual contributor career paths.

Experience

• 1-2+ years of experience in a technical support role, preferably in a software or technology company
• Experience with software troubleshooting, including the ability to diagnose and resolve technical issues
• Familiarity with software development concepts and technologies such as APIs, SQL, and cloud computing
• Experience with CRMs and ticketing systems (Salesforce Service Cloud Preferred)
• Proven track record of excellent customer service skills

Responsibilities:

• Respond to customer inquiries via phone, email, and chat, providing timely and effective technical support.
• Maintain consistently high (90%+) Customer Satisfaction scores.
• Troubleshoot and diagnose software issues reported by customers, working with cross-functional teams to identify and resolve underlying problems.
• Document technical issues and their resolution in our ticketing system, ensuring that customer issues are resolved in a timely and effective manner
• Develop and maintain a deep understanding of multiple Euna Solutions' products and services to provide effective technical support to customers.
• Contribute to developing and maintaining technical support documentation, including knowledge base articles, user manuals, and training materials.
• Assist in various side projects which may include, but are not limited to team meetings, knowledge base initiatives, DTR (difficult ticket review) meetings, and Service Cloud administration.

Location:

This is an entry-level hybrid opportunity located at our Oakville, ON office. We work in-office on Tuesday, Wednesday and Thursday.

What It's Like to Work at Euna Solutions:

At Euna Solutions, we carefully foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross-functionally. We offer a dynamic environment with considerable opportunity for professional growth and advancement.

Here are some of the perks that Euna employees enjoy:

Competitive wages

We pay competitive wages and salaries, and we only expect an honest 40-hour week for it.

• Wellness days

What's better than a long weekend? An extra-long weekend Twice a year, Euna employees enjoy an extra day on top of the long weekend An extra day to decompress and spend time doing the things you love.

Community Engagement Committee

At Euna, we know how important it is to give back. Our community engagement committee looks for ways to give back to our local communities through time, gifts and skills.

Flexible workday

We understand that what a workday looks like differs by employee and the role requirements. Through our interview process we'll work with you to ensure it's a fit for you and the specific role you're interested in.

Benefits

Ask us for a copy of our health and dental benefits

Culture committee

Celebrate at every occasion with the culture team They make sure that our team's culture is bustling with frequent fun events for holidays and special occasions, as well as for miscellaneous fun.

About Euna Solutions

Euna Solutions is a leading provider of purpose-built, cloud-based solutions that power critical administrative functions and financial operations for the public sector. Euna Solutions offers trusted, easy-to-use solutions for procurement, payments, grant management, budgeting, permitting, and special education administration that are trusted to increase operational efficiency, transparency, collaboration, and compliance. Working with more than 3,000 government and public sector organizations across North America, Euna Solutions strives to build trust and enable transparency in our communities. Euna Solutions is recognized on Government Technology's GovTech 100 list, an annual list of the top 100 companies focused on, making a difference in and selling to state and local government agencies across the U.S. To learn more, visit

Please visit our website: and check out our LinkedIn Pages

We believe in embracing new perspectives and optimizing impact. If you have relatable experience and relevant transferrable skills but feel you may be missing a few of the requirements, we encourage you to apply We recognize that people have unique career journeys and if you're excited about this role and know you can bring something great to the team, then we want to hear from you. Please know Euna Solutions is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.

For any inquiries or requests regarding accessibility at Euna Solutions, please email or call our office at Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.