Technical Support Analyst 1

Há 3 dias

São Paulo, Brasil Hyland Software Tempo inteiro

The Cloud Support Analyst is responsible for responding to and resolving customer requests for assistance with technical issues related to their solution.**_ This position is onsite at our São Paulo, Brazil office._****What you will be doing**:- Troubleshoot and resolve basic issues utilizing company systems, utilities and support processes with assistance and direct oversight from team members- Provide regular and frequent communication to customer with oversight; ensure customer is fully advised as to the progress or delay to the resolution of their issue- Maintain ownership of and accountability for customer requests with oversight; maintain ownership of request and follow through consistently with resolution- Monitor and pick up support cases from customers requesting assistance via internal company system with oversight- Respond to inbound calls for products to support process or production down needs; create case and route to proper queue accordingly- Identifies and submits software defect cases to internal team for review- Contribute to internal documentation to fully reflect all activity related to resolution of support request- Adhere to the Change Control Policy for Cloud environments**What will make you successful**:- Fluent in English- Associate's Degree in Business or a related field or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job- Experience in a customer service environment preferred- Critical thinking and problem solving skills- Organizational, multi-tasking, and time management skills- Collaboration skills, applied successfully within a team as well as other areas- Oral and written communication skills that demonstrates a professional demeanor and the ability to interact with others both internally and externally- Customer services skills- Ability to use sound judgment and appropriately escalate issues for guidance- Able to thrive in a fast-paced environment- Attention to detail- Sharp, fast learner with technology curiosity and aptitude- Ability to work varying shifts on an as needed basis to address customer and partner needs within their business hours- Up to 10% travel time required

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