Associate Cloud Support Analyst - OnBase
HybridSão Paulo, São Paulo, Brazil
Job Summary
Troubleshoot and resolve basic technical issues using company systems and support processes under team oversight. Monitor and pick up support cases via internal systems, creating and routing production-down cases while submitting software defects to the internal team. Provide regular communication to customers regarding issue progress or delays, maintaining full ownership of requests until resolution. Respond to inbound calls for support or production needs and contribute to internal documentation adhering to the Change Control Policy for Cloud environments. This role requires an Associate's degree and experience in a customer service or technical support environment.
Required 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
- Strong customer service skills
- Professional and approachable demeanor
- Critical thinking
- Problem-solving
- Organizational skills
- Multi-tasking
- Time management
- Ability to thrive in a fast-paced environment
- Strong attention to detail
- Clear oral and written communication skills
- Ability to interact with others both internally and externally
- Ability to speak or write with ease, clarity, and impact
- Ability to use sound judgment
- Ability to appropriately escalate issues for guidance
- Sharp, fast learner
- Genuine technology curiosity
- Technology aptitude
Desired Qualifications
- Collaboration skills applied successfully within a team as well as across other areas of the organization
- Demonstrated ability to self-direct learning
- Ability to 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
- Ability to contribute to internal documentation
- Ability to maintain thorough, accurate case records
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