Cloud Support Specialist

3 weeks ago

Lincoln, Nebraska, United States Hyland Full time
{"title": "Cloud Support Analyst", "description": "Job Summary

We are seeking a skilled Cloud Support Analyst to join our team. As a Cloud Support Analyst, you will be responsible for providing technical assistance to customers and resolving issues related to our cloud-based solutions.

Key Responsibilities
  • Troubleshoot and resolve technical issues utilizing company systems and support processes.
  • Provide regular communication to customers regarding the progress or delay of issue resolution.
  • Maintain ownership of customer requests and follow through consistently with resolution.
  • Monitor and pick up support cases from customers requesting assistance via internal company system.
  • Respond to inbound calls for products to support process or production down needs.
  • Identify and submit 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.
  • Comply with all corporate and departmental privacy and data security policies and practices.
Requirements
  • Associate's Degree in Business or a related field or an equivalent combination of education and experience.
  • 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 demonstrate a professional demeanor and the ability to interact with others both internally and externally.
  • Customer service 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.
What You Can Expect Next

Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us.

Benefits
  • 401(k) Retirement Savings.
  • Flexible Schedule.
  • Paid Time Off.
  • Medical, Dental, Vision.
  • Volunteer Paid Time Off.
  • Wellness Reimbursement.
  • Paid Parental Leave.
  • Sabbatical Program.

Find out more by going to https://www.hyland.com.

Welcome to #HylandLife.

Since 1991, it has been Hyland's mission to help our employees, customers, and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs, and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances.

"}

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