What are the responsibilities and job description for the Cloud Support Analyst (SP) position at Hyland Software, Inc.?
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
- 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
