Associate Cloud Support Analyst

Role Overview

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.

What You Will 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.

Why It Might Be a Fit

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.

Requirements

• Associate's degree in Business or a related field, or an equivalent combination of education and experience
• Experience in a customer service environment
• Critical thinking, problem-solving, organizational, multi-tasking, and time management skills
• Clear oral and written communication skills
• Ability to use sound judgment and appropriately escalate issues for guidance

Benefits

• Career development resources
• Wellbeing programs
• Innovation practices
• Diverse viewpoints and new ideas
• Positive, inclusive workplace
• Employee initiatives
• Giving campaigns and programs