Cloud Solution Specialist 2 (Kolkata/ Hyderabad)
IN-Hyderabad
Hyland Software
Req #: 12033
Type: Regular Full Time
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Overview: The Cloud Solution Specialist 2 is responsible for the deployment migration and upgrading of company solutions in cloud environments. This position works on all or specific steps of the deployment process based on customer needs including information gathering discovery planning cloud infrastructure build application configuration testing go-live and progress documentation. Responsibilities: * Answer inbound phone calls and emails from customers requesting assistance with the company's products * Interact with customer and understand needs; provide proactive suggestions as well as answers to improve customer satisfaction * Troubleshoot and resolve issues utilizing the company's systems, utilities and support processes with oversight from team members; apply basic best practice knowledge in problem resolution * Assist customers with issues arising from product upgrades, installations, and configurations * Be an advocate for customer requests; maintain ownership of request and follow through consistently with resolution * Provide regular and frequent communication to customer; ensure customer is fully advised as to the progress or delay to the resolution of their issue * Compose internal documentation that fully reflects all activity related to resolution of support request * Maintain a high degree of proficiency with supported software * Implement solution based on the documented requirements; implementation could involve installing new, upgrading existing, or a consulting assessment * Support customer testing initiatives; troubleshoot and resolve operational issues * Migrate solution into production environment; support customer throughout Qualifications: * High School Diploma * Experience with software troubleshooting and diagnosis * Experience providing customer service * Strong technical skills with Windows OS, SQL DB, PC hardware and networks * Experience writing scripts in SQL * Microsoft Office proficient * Experience with deploying OnBase software * Able to thrive in a fast paced environment * Speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience * Strong critical thinking and problem solving skills * Organized and experienced at successfully multi-tasking * Strong collaborative skills, applied successfully within team as well as with other areas * Sharp, fast learner with a technology curiosity and aptitude * Demonstrated ability to use sound judgment and appropriately escalate issues for guidance * Self-motivated with the ability to complete projects in a timely manner * Up to 10% travel time required * Or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job
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