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Job Title
HylandAssociate Cloud Support Analyst
Apply Overview
Cloud Support Analyst
Location: Sao Paulo, Brazil Work Arrangement: Hybrid – 5 days per week in office during training; 2–3 days per week once training is completeAbout This Role
Hyland is looking for a technically curious and customer-focused Cloud Support Analyst to join our team. In this role, you will be responsible for responding to and resolving customer requests for assistance with technical issues related to their solution. You'll troubleshoot issues, maintain ownership of customer cases, and ensure clear and consistent communication throughout the resolution process. If you thrive in a fast-paced environment and are passionate about delivering an exceptional customer experience, we'd love to hear from you.Your Role Responsibilities? Here's What You'll Do.
- 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 customers with oversight; ensure customers are fully advised as to the progress or any delays in the resolution of their issue.
- Maintain ownership of and accountability for customer requests with oversight; follow through consistently until resolution is achieved.
- Monitor and pick up support cases from customers requesting assistance via internal company systems with oversight; identify and submit software defect cases to the internal team for review.
- Respond to inbound calls for products to support process or production-down needs; create cases and route to the proper queue accordingly.
- Contribute to internal documentation to fully reflect all activity related to the resolution of support requests; adhere to the Change Control Policy for Cloud environments.
Role Essentials
- 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; strong customer service skills with a professional and approachable demeanor.
- Critical thinking, problem-solving, organizational, multi-tasking, and time management skills; able to thrive in a fast-paced environment with strong attention to detail.
- Clear oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others both internally and externally; ability to speak or write with ease, clarity, and impact.
- Ability to use sound judgment and appropriately escalate issues for guidance; sharp, fast learner with genuine technology curiosity and aptitude.
What We'd Like to See
- Collaboration skills applied successfully within a team as well as across other areas of the organization.
- Demonstrated ability to self-direct learning and quickly develop familiarity with new tools, platforms, and processes.
- Experience in a technical support or cloud-based support environment.
- Ability to communicate with ease and clarity using a style appropriate to the subject and the audience.
- Strong attention to detail with the ability to contribute to internal documentation and maintain thorough, accurate case records.