Associate Support Analyst, Procurement

The Opportunity The Support team at Euna Solutions is the front line for public sector organizations that depend on our software every day to serve their communities. As an Associate Support Analyst, you'll develop deep product expertise, build real troubleshooting skills, and become a trusted resource for the government customers who rely on us. If you want to launch a career in tech support with a clear growth path and work that genuinely matters, this is the role for you. What You'll Do Troubleshoot and diagnose software issues reported by customers, following established workflows and escalation procedures. Respond to customer inquiries via phone, video, email, and chat, delivering timely and professional technical support. Develop working proficiency in one of Euna's core products to serve as a reliable first point of contact for customers. Document all customer interactions, technical issues, and resolutions thoroughly within Zendesk. Contribute to internal knowledge base articles, FAQs, and support documentation as your product expertise grows. Collaborate with peers and senior analysts to learn effective troubleshooting approaches and expand your technical skill set. Support coverage during holidays, after-hours incidents, and outages as needed to ensure customers never feel the impact of a critical issue. What You Bring You have up to 1 year of experience in a technical support, help desk, or customer-facing role (internships and co-ops count). You bring a customer-first mentality and take genuine pride in delivering an outstanding support experience. You communicate clearly in writing and verbally, with a natural ability to explain technical concepts in plain language. You're comfortable working in a ticketing system or CRM environment and familiar with basic technical concepts such as web browsers, connectivity, and general software navigation. Nice-to-Have Qualifications Experience working in Zendesk. Prior exposure to SaaS products or a demonstrated curiosity about how software works. Familiarity with public sector or government-facing organizations. What Success Looks LIke Maintain a customer satisfaction (CSAT) score at or above the 94% organizational floor, contributing toward our 96%+ team target. Resolve customer issues within established SLA timelines, escalating appropriately when needed. Demonstrate steady growth in product knowledge and troubleshooting independence within your first 3 months. Growth & Career Path The Associate Support Analyst role is your entry point into Euna’s Support Services organization. As you develop product expertise and sharpen your troubleshooting skills, the natural next step is promotion to Support Analyst (IC2) -from there, career paths branch into product specialization, technical depth, or people management Location This position will be hybrid with 3 days/week in our Oakville, ON office. (Tuesday, Wednesday & Thursday). This position will cover 12 - 8pm EST shift. Compensation Range: $53,000 - $66,300 We believe in openness, so we publish our range from the start. Where an offer will land depends on your background, strengths, and how you'll contribute to the work ahead. This role fills an existing vacancy. Euna uses AI responsibly to assist in screening, assessing, or selecting applicants. AI helps us work smarter, but people lead the process. AI Mindset at Euna Solutions We believe the future of work is human + AI. At Euna Solutions, we encourage our team members to leverage AI tools to enhance creativity, efficiency, and decision-making. We're looking for people who are curious about emerging technologies, eager to experiment, and committed to using AI responsibly to augment, not replace, their expertise. If you enjoy exploring new ways to solve problems, learning continuously, and applying AI to make your work smarter and more impactful, you'll thrive here. Life at Euna Solutions We're a team of builders, problem-solvers, and public sector champions. We've built a work…

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