Technical Support Analyst 1 (English-speaking)
BR-Sao Paulo- SP
Hyland Software
Req #: 12159
Type: Regular Full Time
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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. This position is onsite or hybrid at our S o Paulo, Brazil office. We are growing our team in this office with 40+ new positions! In this role you will be part of a team that will train and work together. Responsibilities: * 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 Qualifications: * Fluent in English * 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 5% travel time required
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