Associate Support Analyst, Procurement

Euna Solutions

. Troubleshoot and diagnose software issues reported by customers .

Posted 10/20/2026full-timeOakville • CanadaJuniorMid-Level💰 CA$53,000 - CA$66,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong troubleshooting skills and customer support capabilities, with proficiency in Zendesk and a commitment to maintaining high customer satisfaction. Ability to communicate technical concepts clearly and effectively to diverse audiences.

Highest-signal resume keywords

Technical Support ExperienceZendesk ProficiencyCustomer-Facing Role ExperienceClear Communication SkillsSaaS Product Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical Issue DiagnosisSoftware NavigationBasic Technical ConceptsTicketing System Experience

Soft Skills

Customer-First MentalityClear Written CommunicationVerbal Communication Skills

Tools & Technologies

ZendeskCRM Environment

Industry Keywords

Public Sector FamiliarityGovernment-Facing Organizations

About the role

Key responsibilities & impact

Troubleshoot and diagnose software issues reported by customers
Respond to customer inquiries via phone, video, email, and chat
Develop working proficiency in one of Euna's core products
Document customer interactions, technical issues, and resolutions in Zendesk
Contribute to knowledge base articles, FAQs, and support documentation
Collaborate with peers and senior analysts to improve troubleshooting skills
Provide support during holidays, after-hours incidents, and outages
Resolve customer issues within established SLA timelines and escalate appropriately
Maintain CSAT at or above the 94% organizational floor
Grow product knowledge and troubleshooting independence within the first 3 months

Requirements

What you’ll need

Up to 1 year of experience in a technical support, help desk, or customer-facing role; internships and co-ops count
Customer-first mentality
Clear written and verbal communication skills
Ability to explain technical concepts in plain language
Comfortable working in a ticketing system or CRM environment
Familiarity with basic technical concepts such as web browsers, connectivity, and general software navigation
Experience working in Zendesk (nice to have)
Prior exposure to SaaS products or curiosity about how software works (nice to have)
Familiarity with public sector or government-facing organizations (nice to have)
Ability to work the 12–8pm EST shift and provide holiday, after-hours, and outage coverage as needed

Benefits

Comp & perks

Hybrid work arrangement
Eunafier Days: an extra day added to a long weekend twice a year
Up to eight hours of paid Philanthropy Time annually
Professional development budget and mentorship
Opportunities for career growth and internal advancement
Accessible interview process and accommodations
AI tools to enhance creativity, efficiency, and decision-making