Cloud Support Analyst 1

1 semana atrás

São Paulo, Brasil Hyland Software, Inc. Tempo inteiro

Overview:
The Cloud Support Analyst is responsible for responding to and resolving customer requests for assistance with technical issues related to their solution.

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:

- 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
- English speaking and writing
- 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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