Cloud Solution Specialist 3

The Cloud Solution Specialist 3 is responsible for the deployment migration and upgrading of company solutions in cloud environments. This position works on all or specific steps of the deployment process based on customer needs including information gathering discovery planning cloud infrastructure build application configuration testing go-live and progress documentation.

Answer inbound phone calls and emails from customers requesting assistance with the company's products
• Interact with customer and understand needs; provide proactive suggestions as well as answers to improve customer satisfaction
• Troubleshoot and resolve issues utilizing the company's systems, utilities and support processes with minimal oversight; apply experience and best practice knowledge in problem resolution
• Assist customers with issues arising from product upgrades, installations, and configurations
• Be an advocate for customer requests; maintain ownership of request and follow through consistently with resolution
• Provide regular and frequent communication to requestors of assigned work order; ensure requestor is fully advised as to the progress or delay of their work order
• Develop standards for internal documentation to ensure consistency and adherence to process
• Understand the technical intricacies of supported software and successfully apply that understanding to customer issue resolution
• Implement solution based on the documented requirements; implementation could involve installing new, upgrading existing, or a consulting assessment
• Support customer testing initiatives; troubleshoot and resolve operational issues
• Migrate solution into production environment; support customer throughout
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland's Information Systems Security Policy

• High School Diploma
• Significant experience as a Technical Support Analyst
• Significant experience providing customer service
• Experience with AWS
• Excellent technical skills with Windows OS, SQL DB, PC hardware and networks
• Strong software and application support skills including help desk and application support experience
• Experience writing scripts in SQL
• Microsoft Office proficient
• Significant experience with deploying OnBase software
• Advanced skills working with relational database management systems
• Advanced skills working with Windows server architecture and network topology design
• Able to thrive in a fast paced environment
• Speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience
• Excellent critical thinking and problem solving skills
• Highly organized and experienced at successfully multi-tasking
• Excellent collaborative skills, applied successfully within team as well as with other areas
• Sharp, fast learner with a technology curiosity and aptitude
• Demonstrated ability to use sound judgment and appropriately escalate issues for guidance
• Self-motivated with the ability to complete projects in a timely manner
• Experience in successfully providing guidance and support to developing team members
• Up to 10% travel time required
• Or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job

Based on individual states' employment laws, the following details are to comply with the relevant salary posting requirements: base salary range of $70,000-92,000 and eligible for benefits

What you can expect next

• Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!
• Any follow up questions? Email your Recruiter directly at Careers@Hyland.com.

Benefits

401(k) Retirement Savings. Flexible Schedule. Paid Time Off. Medical, Dental, Vision. Volunteer Paid Time Off. Wellness Reimbursement. Paid Parental Leave. Sabbatical Program.

Find out more by going to https://www.hyland.com/en/resources/articles/why-work-at-hyland .

Welcome to #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.

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.