Cloud Support Analyst 1

Hyland is empowering organizations around the world with innovative cloud solutions, and we’re actively growing our team in Brazil!

If you're passionate about solving complex problems through technology and thrive in a collaborative, fast-paced environment, apply now to become a Cloud Support Analyst at Hyland!

Location: São Paulo, Brazil (Hybrid) 

• Troubleshoot and resolve technical issues related to cloud solutions 
• Communicate regularly and proactively with customers to keep them informed about the progress or delay to the resolution of their issue
• Own support cases from start to resolution 
• Respond to inbound calls for products to support process or production down needs; create case and route to proper queue accordingly
• Collaborate with internal teams to escalate and resolve complex issues
• Document all support activities clearly and thoroughly 
• Follow Change Control Policies for Cloud environments

• Experience in customer service or technical support preferred
• Excellent communication skills in English (spoken and written)
• Tech-savvy and eager to learn new systems 
• Strong critical thinking and problem-solving skills
• Ability to work well in a team and independently 
• Detail-oriented, organized and able to multitask 
• Ability to use sound judgment and appropriately escalate issues for guidance
• 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
• Associate's Degree in Business, IT or related field (or equivalent experience)