About the role

Support Analyst role resolving customer inquiries and IT issues within a global support team. Responsibilities include managing tickets, assisting customers, and troubleshooting systems.

Responsibilities

The Support team at Eagle Eye is a global team, currently situated in three countries UK, Canada, and Australia.
The global team manages all requests that come in from our customers both internally and externally.
Each day is different; one day it can be helping an internal employee with new equipment or IT issues, to helping an external customer navigate our platform, to digging into Google Cloud and other 3rd party systems, to examine logs for transactions to troubleshoot an issue.
All work is managed using our ticketing system, Zendesk.
The team manages the tickets from cradle to grave being the owner of any issue that is raised.
As such the team has to have an understanding of multiple systems that are used in Eagle Eye and also have an understanding of how our customers use Eagle Eye products.
This may sound overwhelming, but everyday is a learning day and no one person knows everything, teamwork is key to resolving issues when communicating within the team, and in the wider Eagle Eye team answers can always be found.
The Customer Care team works a shift pattern to cover 24/7 global coverage for our customers, to accomplish this, the work patterns are working 5 days out of 7 in a week, including weekends & bank holidays, with variable start times.

Retention bonus of up to 10% of salary dependant on personal behaviours, achievement of goals and company revenue targets
Flexibility to work from home or various office locations and flexible hours or job shares considered
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
Enhanced maternity / paternity leave and assistance in returning to work
Contributory pension
Support in continuous learning and self-development
Simplyhealth scheme including
Health care cash back
24 hour access to virtual doctors appointments
24 hour employee assistance programme
Access to the paid Headspace app subscription
Mental Health First Aiders to support employee’s mental wellbeing
Employee Resource Groups focussed 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
Cycle to work salary sacrifice scheme (via CycleScheme)
Electric vehicle salary sacrifice scheme (via Octopus)
A friendly, fun, growing team of people who work hard but love to play hard too, with location specific Christmas parties and annual whole company get together hosted in the UK