Cloud Support Analyst

Location: Hyderabad, India | Hybrid (3 days per week in office)

About This Role

Hyland is seeking a Cloud Support Analyst to join our support team, responsible for responding to and resolving customer requests for assistance with technical issues related to their solutions. In this role, you will serve as a key point of contact for customers, maintaining ownership of support cases from intake through resolution while ensuring clear, timely communication throughout the process. If you're a customer-focused professional with a passion for technology and a drive to deliver exceptional support experiences, we'd love to hear from you.

Your Role Responsibilities? Here's What You'll Do.

• Troubleshoot and resolve basic technical issues utilizing company systems, utilities, and support processes; maintain ownership of and accountability for customer requests, following through consistently with resolution.
• Provide regular and frequent communication to customers, ensuring they are fully advised on the progress or any delays in resolving their issues.
• Monitor and pick up support cases from customers requesting assistance via internal company systems; respond to inbound calls to support process or production-down needs and route cases to the appropriate queue.
• Identify and submit software defect cases to the internal team for review, contributing to internal documentation to fully reflect all activity related to the resolution of support requests.
• Adhere to the Change Control Policy for Cloud environments, ensuring all changes are managed and implemented in compliance with established standards.
• Apply critical thinking and sound judgment to appropriately escalate issues, collaborating with team members to resolve customer requests efficiently and effectively.

Role Essentials

• 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, with strong customer service skills and the ability to interact professionally with both internal and external stakeholders.
• Critical thinking and problem-solving skills, with the ability to use sound judgment and appropriately escalate issues for guidance.
• Strong organizational, multi-tasking, and time management skills, with the ability to thrive in a fast-paced environment.
• Oral and written communication skills that demonstrate a professional demeanor, with the ability to speak and write with ease, clarity, and impact using a communication style appropriate to the subject and audience.

What We'd Like to See (Preferred Skills)

• Sharp, fast learner with technology curiosity and aptitude, and a proven track record of picking up new tools and systems quickly.
• Strong attention to detail, with the ability to maintain accurate documentation and records related to customer support requests.
• Collaboration skills applied successfully within a team as well as across other areas of the organization.
• Ability to manage multiple tasks and priorities effectively in a dynamic, deadline-driven environment without sacrificing quality or accuracy.
• Demonstrated ability to communicate clearly and professionally with a variety of audiences, both internal and external, adapting style to the subject and context.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. © Hyland. All rights reserved.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

#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 day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.