What are the responsibilities and job description for the Technical Support Analyst 1 (English speaking) position at Hyland Software, Inc.?
Overview
Job Description
- 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
