Associate Support Analyst

This is a fully remote position, open to applicants in Oregon.

📋 Description

• Take ownership of the complete support experience for customer inquiries through phone, video, email, and chat.

• Troubleshoot and identify software issues by following established workflows and escalation protocols.

• Develop working proficiency in one of Euna Solutions' primary products.

• Record customer interactions, issues, and resolutions in Zendesk.

• Contribute to the creation of knowledge base articles, FAQs, and support documentation.

• Work alongside peers and senior analysts to enhance troubleshooting and technical skills.

• Provide support coverage during holidays, after-hours incidents, and outages.

• Maintain a minimum CSAT score of 94% and help achieve the team target of 96% or higher.

• Resolve issues within set SLA timelines and escalate as necessary.

• Show improvement in product knowledge and troubleshooting independence within the first three months.

⛳️ Requirements

• Up to one year of experience in a technical support, help desk, or customer-facing position; internships and co-ops are considered.

• A customer-first approach.

• Excellent written and verbal communication skills.

• Ability to articulate technical concepts in simple terms.

• Comfortable working within a ticketing system or CRM environment.

• Familiar with web browsers, connectivity, and basic software navigation.

• Experience with Zendesk, SaaS products, software troubleshooting, or in public sector/government-facing organizations are desirable qualifications.

🏝️ Benefits

• Remote work opportunities within the USA.

• Eunafier Days: two additional days off per year linked to long weekends.

• Up to eight hours of paid time for philanthropy each year.

• Investment in professional development through budget, mentorship, and career advancement opportunities.

• An accessible and comfortable interview process, with accommodations available.

• Encouragement to use AI tools to enhance creativity, efficiency, and decision-making.