About the roleThe 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 dutiesProactively nurturing existing customer relationships by providing an excellent level of customer service on a day-to-day basisResolving all customer issues and complaints quickly and tenaciously, ensuring that the integrity of the relationship is maintainedDelivering a professional service to our customers; Communicating effectively over the telephone, striving for one call resolutionCommunicating via email, responding swiftly to any queries or requests for informationDeveloping and maintaining effective communication channels with all departments,



ensuring that necessary support and information is transferredDocumenting known issues and workarounds in a concise and clear mannerUsing existing solutions to assist in troubleshooting and escalation of issuesSharing knowledge with other team members and other teams within the businessExpanding the role through knowledge transfer from other teamsWorking within defined SLAsHaving a full understanding of our clients' use of our platform and serviceTroubleshooting issues through log inspection, testing and 3rd party applicationsEscalating and communicating to 3rd line and development teams whilst keeping clients informedEnsuring compliance processes are followed at all timesAny other additional tasks as required to support the team and business objectivesAbout youYou areOrganisedAble to work autonomouslyA strong team playerAble to solve problems and view potential solutionsAble to learn and adapt quicklyA valuable communicatorRequirementsYou haveExperience of working in an IT support roleExperience in problem-solving in a high volume fast-paced environmentA commitment to providing an outstanding level of customer serviceExcellent communication skills both written and oralExceptional attention to detailThe ability to self-manage workloadThe enthusiasm to learn new things and continually developThe desire to resolve new and existing customer issues quickly and efficientlyThe desire to make sure the next person succeedsExperience 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)BenefitsA competitive base salaryFlexibility to work from home/various office locationsGenerous annual leave package including25 days paid annual leave5 days paid sick leave which if unused gets added to your annual leave the next yearContributory 401K PlanMedical and dental benefits package for eligible employees and their dependents.Support in continuous learning and self-developmentAccess to employee assistance programAccess to the paid Headspace app subscriptionMental Health First Aiders to support employee's mental wellbeingEmployee Resource Groups focused on underrepresented groups in Eagle Eye, including Purple WomenCharity Committee committed to organising events throughout the year to raise money for those less privilegedCompensation: 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.

📌 Junior Support Analyst (Toronto)
🏢 BMO Financial Group
📍 Toronto