Cloud Support Analyst

2 days ago

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ERP • CRM Software • HR Software • Accounting Software • Distribution Software

201 - 500 employees

🤝 B2B

☁️ SaaS

🏢 Enterprise

Description

• The Cloud Support Analyst plays a pivotal role in overseeing performance and customer service excellence of Managed Services support team. • Acts as the primary point of contact for the Cloud Team, ensuring operational efficiency and maintaining high standards of client satisfaction. • Drives innovation, establishes performance metrics, and creates resources to support internal processes and customer needs. • Handles support tickets and escalations, ensuring timely and effective resolutions. • Develops, monitors, and analyzes Key Performance Indicators (KPIs) to track team performance and service quality. • Prepares detailed monthly reports for stakeholders, offering insights and actionable recommendations for improvement. • Designs and maintains comprehensive documentation for team processes and workflows. • Leads initiatives to improve service delivery and the overall client experience by identifying and addressing gaps.

Requirements

• Associate’s degree in Information Technology, Business Management, or a related field (Bachelor’s degree preferred) • 5+ years of experience in cloud operations or technical support, with 2+ years in a leadership or supervisory role preferred • Proven track record of creating and analyzing metrics, reporting on team performance, and optimizing processes • Exceptional customer service and communication abilities, with experience managing cross-functional teams and building strong relationships • Strong proficiency in Microsoft Office, data analysis tools, and cloud platforms • Demonstrated ability to prioritize tasks, manage time effectively, and deliver high-quality outcomes in high-pressure environments • Familiarity with process improvement methodologies and knowledge management systems. • Preferred Skills: Expertise in Azure hosting and cloud infrastructure, experience in drafting detailed processes and facilitating team training sessions, knowledge of security principles and network management best practices.

Benefits

• Health and Welfare (Medical, Dental, Vision) • Accident, Critical Illness, and Hospital Indemnity • Employee Assistance Program (EAP) • Life and AD&D Insurance • Short- and Long-Term Disability Insurance • Flexible Spending Accounts • Transportation and Parking Accounts • Health Savings Accounts (with company contribution) • Retirement Planning (401k with matching contribution) • Legal Benefits • Identity Theft Protection • Pet Insurance • Wellness Program Offerings • Paid Time Off, accrued per pay period based on years of service starting at 15 days annually • 8 Paid Holidays per year, including 1 floating holiday.