Technical Support Analyst 1

Hyland Software Lenexa , KS 66215

Posted 3 months ago


The Technical Support Analyst 1 is responsible for responding to and resolving Content customer requests for assistance with technical issues related to their solution.


  • Monitor and pickup support tickets from customers requesting assistance via internal company system

  • Troubleshoot and resolve issues utilizing company systems, utilities and support processes with assistance and direct oversight from team members; learn best practices for problem resolution

  • Troubleshoot and resolve issues utilizing company systems, utilities and support processes with assistance and direct oversight from team members; learn best practices for problem resolution

  • Be accountable for customer requests; maintain ownership of request and follow through consistently with resolution

  • Provide regular and frequent communication to customer; ensure customer is fully advised as to the progress or delay to the resolution of their issue

  • Compose internal documentation that fully reflects all activity related to resolution of support request

  • Compose Software Change Requests (SCR) based on customer issues or enhancement requests and submit to responsible team for correction


  • 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 preferred

  • 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

  • Good critical thinking and problem solving skills

  • Good prioritization and time management skills

  • Good collaboration skills, applied successfully within a team as well as other areas

  • Up to 10% travel required

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Technical Support Analyst 1

Hyland Software