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
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