About The Role

The 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 duties

Proactively nurturing existing customer relationships by providing an excellent level of customer service on a day-to-day basis
Resolving all customer issues and complaints quickly and tenaciously, ensuring that the integrity of the relationship is maintained
Delivering a professional service to our customers;
- Communicating effectively over the telephone, striving for one call resolution
- Communicating via email, responding swiftly to any queries or requests for information
Developing and maintaining effective communication channels with all departments, ensuring that necessary support and information is transferred
Documenting known issues and workarounds in a concise and clear manner
Using existing solutions to assist in troubleshooting and escalation of issues
Sharing knowledge with other team members and other teams within the business
Expanding the role through knowledge transfer from other teams
Working within defined SLAs
Having a full understanding of our clients' use of our platform and service
Troubleshooting issues through log inspection, testing and 3rd party applications
Escalating and communicating to 3rd line and development teams whilst keeping clients informed
Ensuring compliance processes are followed at all times
Any other additional tasks as required to support the team and business objectives

About You

You are

Organised
Able to work autonomously
A strong team player
Able to solve problems and view potential solutions
Able to learn and adapt quickly
A good communicator

Requirements

You have

Experience of working in an IT support role
Experience in problem-solving in a high volume fast-paced environment
A commitment to providing an outstanding level of customer service
Excellent communication skills both written and oral
Exceptional attention to detail
The ability to self-manage workload
The enthusiasm to learn new things and continually develop
The desire to resolve new and existing customer issues quickly and efficiently
The desire to make sure the next person succeeds
Experience 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)

Benefits

A competitive base salary
Flexibility to work from home/various office locations
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
Contributory 401K Plan
Medical and dental benefits package for eligible employees and their dependents
Support in continuous learning and self-development
Access to employee assistance program
Access to the paid Headspace app subscription
Mental Health First Aiders to support employee's mental wellbeing
Employee Resource Groups focused on underrepresented groups in Eagle Eye, including Purple Women
Charity Committee committed to organizing events throughout the year to raise money for those less privileged

Eagle Eye

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