Cloud Support Analyst 1

Overview

The Cloud Support Analyst is responsible for responding to and resolving customer requests for assistance with technical issues related to their solution.

What you will be doing

• 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 delay to the resolution of their issue.
• Maintain ownership of and accountability for customer requests with oversight; maintain ownership of requests 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.
• 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 requests.
• Adhere to the Change Control Policy for Cloud environments.

What will make you successful

• 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 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.