Cloud Support Analyst 1

Há 7 dias

São Paulo, São Paulo, Brasil Hyland Software Inc. Tempo inteiro R$35.000 - R$45.000 por ano

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
  • Ability to speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience
  • 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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