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 current 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.

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📌 Junior Support Analyst (Ontario)
🏢 Eagle Eye 2
📍 Ontario