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
