Technical Support Analyst Job in London, England

Technical Support Analyst Job Description

Overview:  

At Hyland Software, the Technical Support Analyst is responsible for fielding and resolving OnBase software issues for European and South African based users by utilizing internal OnBase systems, troubleshooting utilities, and support processes.

The position requires close communication with Hyland's London-based Sales and Hyland Global Services departments, as well as departments in the U.S. based Worldwide Headquarters.

Candidates for this position must develop proficiency in documentation as well as the ability to work independently on support issues. Due to the nature of the work, employees will work in Hyland Software's European Headquarters in the heart of London. Candidates bilingual in German or Spanish are preferred. 
 
Position Responsibilities:
 

• Provide support to our European and South African based customers and partners while being an advocate for their requests
• Adapt and respond to support requests based on the culture of the customer or partner
• Maintain ownership and follow through consistently on communication of all Support Issues
• Continually increase knowledge of the OnBase product suite and other related technologies through internal training and certification programs
• Communicate in a courteous and professional manner that gains confidence in troubleshoot and resolution abilities
• Utilize the internal OnBase systems during the technical support process and find new, innovative ways to make the process more efficient
• Exhibit strong documentation skills

• Conduct business in accordance with Hyland's core values and five core competencies: Ethics and Values, Customer Focus, Achieving Results, Analytical Problem Solving, Flexible and Adaptive
• Faithfully and diligently work to satisfy your internal and external customers beyond expectations
• Enthusiastically perform all business activities that are requested of you by management

• AIIM ECM Practitioner
• CDIA+
• OnBase Proficiency Exams
• OnBase Certified Installer
• MCITP: Enterprise Administrator

Technical Support Analyst Job Requirements

Required Qualifications:
 

• Bachelor’s degree, or equivalent experience
• Strong technical skills
• Strong computer skills
• Good analytical and organizational skills
• Excellent communication and customer service skills
• Customer service experience

• Bilingual (written and spoken) in German or Spanish 
• Previous utilization of Windows operating systems in a Client / Server environment, PC Configuration, SQL databases and networks
• Help desk and application support experience
• Software troubleshooting/diagnostic experience

• 15 – 20%,  Travel for this position can range from domestic to international depending on the project which can include, but is not limited to, on-site upgrades, troubleshooting, and/or system administration

Technical Support Analyst Application Information

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Technical Support Analyst Summary

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