Shire Jobs

Cloud Support Analyst 1 Job ID 2024-11620

of Openings

1 Job Locations Westlake - Building 3 Additional Locations US-NE-Lincoln Category Support 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 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 Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland's Information Systems Security Policy 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 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 10% travel time required What you can expect next Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us! Any follow up questions? Email your Recruiter directly at Careers@Hyland.com. Benefits 401(k) Retirement Savings. Flexible Schedule. Paid Time Off. Medical, Dental, Vision. Volunteer Paid Time Off. Wellness Reimbursement. Paid Parental Leave. Sabbatical Program. Hyland House Program. Find out more by going to https://www.hyland.com/en/resources/articles/why-work-at-hyland . Welcome to #HylandLife Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work. The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture da