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Junior Support Analyst

2 hours, 26 minutes ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
GCP JSON New Relic XML
Apply Now
Eagle Eye Solutions

Eagle Eye Solutions

Eagle Eye Solutions Group plc is a software as a solution (SaaS) technology company that specializes in marketing, validation, and redemption of digital promotions for the grocery, retail, and hospitality industries. Their innovative platform, Eagle Ey...

IT Services
251-1K
Founded 2003
View All Jobs 3

Description

  • Proactively support and nurture existing customer relationships through day-to-day customer service.
  • Resolve customer issues and complaints quickly while maintaining the integrity of the relationship.
  • Communicate with customers by phone and email to provide timely support and one-call resolution where possible.
  • Collaborate with internal departments to ensure support needs and information are effectively transferred.
  • Document known issues, workarounds, and troubleshooting steps clearly and concisely.
  • Use existing solutions and tools to troubleshoot and escalate issues as needed.
  • Support troubleshooting through log inspection, testing, and third-party applications.
  • Escalate issues to third-line support and development teams while keeping clients informed.
  • Ensure compliance processes are followed at all times.
  • Work within defined SLAs and contribute additional tasks as needed to support team objectives.

Requirements

  • Experience working in an IT support role.
  • Experience solving problems in a high-volume, fast-paced environment.
  • Strong commitment to outstanding customer service.
  • Excellent written and verbal communication skills.
  • Exceptional attention to detail.
  • Ability to self-manage workload.
  • Organised, autonomous, and able to work well as part of a team.
  • Ability to learn quickly and adapt to multiple systems.
  • Desire to resolve customer issues quickly and efficiently.
  • Desire to help others succeed by sharing knowledge and supporting the team.
  • Experience with Coupons, Loyalty, and Stored Value systems is desirable.
  • ITIL Foundation or equivalent is desirable.
  • Experience reading JSON and XML is desirable.
  • Experience with Google Cloud Logging is desirable.
  • Experience with New Relic is desirable.
  • Experience with API calls is desirable.

Benefits

  • Competitive base salary.
  • Flexible work arrangement, including working from home and various office locations.
  • 25 days of paid annual leave.
  • 5 days of paid sick leave, with unused days added to annual leave the following year.
  • Contributory 401K plan.
  • Medical and dental benefits for eligible employees and dependents.
  • Support for continuous learning and self-development.
  • Access to an employee assistance program and Headspace subscription.
  • Mental Health First Aiders and employee resource groups, including Purple Women.
  • Charity committee involvement and year-round fundraising events.

Interested in this position?

Apply directly on the company website

Apply Now

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