Associate Cloud Support Analyst

Overview

Cloud Support Analyst

Location: Sao Paulo, Brazil
Work Arrangement: Hybrid – 5 days per week in office during training; 2–3 days per week once training is complete

About This Role

Hyland is looking for a technically curious and customer-focused Cloud Support Analyst to join our team. In this role, you will be responsible for responding to and resolving customer requests for assistance with technical issues related to their solution. You'll troubleshoot issues, maintain ownership of customer cases, and ensure clear and consistent communication throughout the resolution process. If you thrive in a fast-paced environment and are passionate about delivering an exceptional customer experience, we'd love to hear from you.

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

• 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 any delays in the resolution of their issue.

• Maintain ownership of and accountability for customer requests with oversight; follow through consistently until resolution is achieved.

• Monitor and pick up support cases from customers requesting assistance via internal company systems with oversight; identify and submit software defect cases to the internal team for review.

• Respond to inbound calls for products to support process or production-down needs; create cases and route to the proper queue accordingly.

• Contribute to internal documentation to fully reflect all activity related to the resolution of support requests; adhere to the Change Control Policy for Cloud environments.

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; strong customer service skills with a professional and approachable demeanor.

• Critical thinking, problem-solving, organizational, multi-tasking, and time management skills; able to thrive in a fast-paced environment with strong attention to detail.

• Clear oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others both internally and externally; ability to speak or write with ease, clarity, and impact.

• Ability to use sound judgment and appropriately escalate issues for guidance; sharp, fast learner with genuine technology curiosity and aptitude.

What We'd Like to See

• Collaboration skills applied successfully within a team as well as across other areas of the organization.

• Demonstrated ability to self-direct learning and quickly develop familiarity with new tools, platforms, and processes.

• Experience in a technical support or cloud-based support environment.

• Ability to communicate with ease and clarity using a style appropriate to the subject and the audience.

• Strong attention to detail with the ability to contribute to internal documentation and maintain thorough, accurate case records.

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.

Responsibilities

• 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

Basic Qualifications

• 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