JOB DESCRIPTION

• The Cloud Support Analyst is responsible for responding to and resolving customer requests for assistance with technical issues related to their solution.

• 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