Technical Support Analyst 1

OverviewThe 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 DoingTroubleshoot and resolve basic issues utilizing company systems, utilities and support processes with assistance and direct oversight from team membersProvide regular and frequent communication to customer with oversight; ensure customer is fully advised as to the progress or delay to the resolution of their issueMaintain ownership of and accountability for customer requests with oversight; maintain ownership of request and follow through consistently with resolutionMonitor and pick up support cases from customers requesting assistance via internal company system with oversightRespond to inbound calls for products to support process or production down needs; create case and route to proper queue accordinglyIdentifies and submits software defect cases to internal team for reviewContribute to internal documentation to fully reflect all activity related to resolution of support requestAdhere to the Change Control Policy for Cloud environmentsWhat Will Make You SuccessfulAssociate'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 jobExperience in a customer service environment preferredEnglish speaking and writingCritical thinking and problem solving skillsOrganizational, multi-tasking, and time management skillsCollaboration skills, applied successfully within a team as well as other areasOral and written communication skills that demonstrates a professional demeanor and the ability to interact with others both internally and externallyCustomer services skillsAbility to use sound judgment and appropriately escalate issues for guidanceAbility to speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audienceAble to thrive in a fast-paced environmentAttention to detailSharp, fast learner with technology curiosity and aptitudeAbility to work varying shifts on an as needed basis to address customer and partner needs within their business hoursUp to 10% travel time required