Associate Support Analyst

About the Role

The Support Services team at Euna Solutions is the front line for public sector organizations that depend on our software every day to run procurement, budgeting, and financial operations for their communities. As an Associate Support Analyst, you'll build deep knowledge of one of Euna's core products and become a trusted resource for the government customers who rely on it. If you want a real entry point into a tech career where your work directly supports the people behind public services, this is the role for you.

Key Responsibilities

• Own the full support experience for incoming customer inquiries via phone, video, email, and chat, delivering timely and professional resolutions.
• Troubleshoot and diagnose software issues following established workflows and escalation procedures, growing your independence over time.
• Build working proficiency in one of Euna's core products to serve as a reliable first point of contact for customers.
• Document all customer interactions, issues, and resolutions thoroughly in Zendesk to keep the team informed and records accurate.
• Contribute to internal knowledge base articles, FAQs, and support documentation as your product expertise grows.
• Collaborate with peers and senior analysts to sharpen troubleshooting approaches and expand your technical skill set.
• Support coverage during holidays, after-hours incidents, and outages when customers need us most.

Requirements & Tech Stack

• Up to 1 year of experience in a technical support, help desk, or customer-facing role; internships and co-ops count.
• A genuine customer-first mentality and pride in delivering an outstanding support experience.
• Strong written and verbal communication skills, with a natural ability to explain technical concepts in plain language.
• Comfort working in a ticketing system or CRM environment.
• Familiarity with basic technical concepts like web browsers, connectivity, and general software navigation.

Nice-to-Have Qualifications

• Experience working in Zendesk specifically.
• Prior exposure to SaaS products or software troubleshooting in a professional setting.
• Familiarity with public sector or government-facing organizations.

Location

This position will be hybrid with 3 days/week in our Atlanta, GA office (Tuesday, Wednesday & Thursday).

About Euna Solutions

Euna Solutions® is the leading provider of purpose-built, cloud-based software designed to streamline procurement, budgeting, payments, and grants management for public sector and government organizations. Euna's AI-powered features and intelligent automation help organizations make better-informed decisions, ensure compliance, empower collaboration, and reduce administrative burden. Euna's full-cycle financial suite supports more than 3,600 organizations across North America in building trust, enabling transparency, and driving positive community impact. Recognized on Government Technology's GovTech 100 list, Euna Solutions is committed to advancing public sector innovation.