Technical Assistance Expert
7 days ago
We are seeking a skilled Cloud Support Specialist to join our team at Hyland. As a Cloud Support Specialist, you will be responsible for providing technical assistance to customers and resolving issues related to our cloud-based solutions.
Key Responsibilities- Troubleshoot and Resolve Issues: Utilize company systems, utilities, and support processes to troubleshoot and resolve basic technical issues with assistance from team members.
- Communicate with Customers: Provide regular and frequent communication to customers regarding the progress or delay of issue resolution.
- Manage Customer Requests: Maintain ownership and accountability for customer requests, ensuring consistent follow-through with resolution.
- Monitor and Respond to Support Cases: Monitor and pick up support cases from customers requesting assistance via internal company systems.
- Identify and Submit Defects: Identify and submit software defect cases to the internal team for review.
- Contribute to Documentation: Contribute to internal documentation to reflect all activity related to support request resolution.
- Adhere to Change Control Policy: Adhere to the Change Control Policy for Cloud environments.
- Comply with Corporate Policies: Comply with all corporate and departmental privacy and data security policies and practices.
- Education: Associate's Degree in Business or a related field, or an equivalent combination of education and experience.
- Experience: Experience in a customer service environment preferred.
- Skills: Critical thinking and problem-solving skills, organizational and multi-tasking skills, collaboration skills, oral and written communication skills, customer service skills, ability to use sound judgment and escalate issues, ability to thrive in a fast-paced environment, attention to detail, and sharp learning skills.
As a Cloud Support Specialist at Hyland, you can expect a dynamic and supportive work environment, opportunities for career growth and development, and a comprehensive benefits package, including 401(k) retirement savings, flexible schedule, paid time off, medical, dental, and vision benefits, volunteer paid time off, wellness reimbursement, paid parental leave, and a sabbatical program.
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