Technical Support Analyst 1 (English speaking)

Hyland; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

An established industry player is seeking a Cloud Support Analyst to join their dynamic team in São Paulo. This role involves troubleshooting customer technical issues, ensuring effective communication, and maintaining ownership of support requests. Ideal candidates will possess strong critical thinking and problem-solving skills, along with a customer-centric approach. If you thrive in a fast-paced environment and are eager to contribute to a collaborative team, this opportunity is perfect for you. Join a forward-thinking company that values innovation and provides a supportive atmosphere for professional growth.

Qualificações

• Fluent in English with strong customer service skills.
• Associate's Degree or equivalent experience required.

Responsabilidades

• Respond to and resolve customer requests for technical assistance.
• Monitor support cases and maintain ownership until resolution.

Conhecimentos

Fluency in English

Critical thinking

Problem solving

Organizational skills

Multi-tasking

Time management

Collaboration skills

Customer service skills

Attention to detail

Technology curiosity

Formação académica

Associate's Degree in Business or related field

Descrição da oferta de emprego

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 at our São Paulo, Brazil office.

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

• 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 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.