iland is looking for a Cloud Support Specialist to deliver support services to iland’s global customer base. This is a full-time position reporting to our APAC Service Desk Manager.
This is a phenomenal opportunity for technically-capable individuals with anywhere from minimal to two years of professional experience to take their careers to the next level with the latest in cloud infrastructure technologies. Through extensive hands-on and classroom training with the goal of attaining a variety of certifications, iland provides a fast-track career path for talented individuals in the fields of virtualization, networking, and systems administration.
Responsibilities
- Represent Cloud Support by being the initial point of contact for our customers while ensuring they feel supported and valued.
- Deliver exceptional support services (via chat, email and phone) to meet iland’s Service Level commitments to customers
- Manage the ticketing system intake queue to provide rapid response to new tickets entering the system
- Function efficiently in a highly dynamic environment while delivering superior customer service and maintaining professional relationships
- Provide accurate, satisfactory answers to customer queries and concerns and escalate as necessary to ensure customer satisfaction
- Fully document customer interactions
- De-escalate situations involving dissatisfied customers, offering patient assistance and support using necessary resources including involving other team members or management
- Guide callers through troubleshooting by navigating the company site, knowledge base, or by using the products or services to demonstrate features to the customer
- Practice extreme ownership of tickets and chats within area of responsibility and maintain follow-up
- Follow iland’s best practices for service management
- All other duties as assigned
Requirements
- High school diploma and 1+ years recent experience as a technical, hands-on, external customer facing support specialist with active listening skills
- Good general understanding of cloud-based technologies such as VMware, Veeam, and Zerto or equivalent
- Exceptional investigative and data entry skills to effectively and efficiently document customer issues and symptoms
- Excellent communicator with a high energy, positive attitude and an aptitude for professional growth
- Detail and goal-oriented with demonstrated technical knowledge and consultative skills
- Ability to pursue positive outcomes for assigned tasks independently while managing multiple issues simultaneously
- Strong time management and decision-making skills in conjunction with adaptability and accountability for both
Preferred Skills
- University degree, technical or computer-related degree preferred
- Certifications in cloud technologies or active pursuit of the same
- Proficiency with multiple ticketing systems; ConnectWise and Jira Service Desk a plus
- Certification in relevant cloud technologies; VMware, Veeam, and Zerto a plus
Benefits
- Competitive Salary
- Superannuation
- Paid Holiday
- Training Budget
- Laptop
About iland
iland has been in business for over 25 years, and is an industry leader in the areas of Secure Disaster Recovery as a Service (DRaaS), Secure Cloud Backup (BaaS), and Secure Infrastructure as a Service (IaaS). iland differentiates itself and maintains its market leadership by investing heavily in its proprietary Cloud Console, which is an orchestration tool for its cloud services offered in the US, Canada, Europe, Australia, and Singapore. The result of this investment is a rapid development cycle with up to four product releases per year. We provide an exciting, fast-paced environment that has been recognized by these industry leaders and more:
- Gartner Magic Quadrant "DRaaS" Leader: 2016, 2017, 2018, amp; 2019
- The Forrester Wave "DRaaS" Providers: 2014, 2017, amp; 2019
- Veeam Impact Partner of the Year: 2015, 2017, 2018, 2019, amp; 2020
- Veeam Innovation Award: 2018, 2019, amp; 2020
- Zerto Cloud Partner of the Year: 2016, 2017, 2019, amp; 2020
- CRN Partner Program Guide Winner: 2018, 2019, amp; 2020
- Best of VMworld 2018 Gold Award: 2018
- Houston Business Journal #1 Best Place to Work: 2012 amp; 2013
- Nine Lives Media Inc. Talkin’ Cloud 100: 2011, 2012, 2013, amp; 2016
- Houston Business Journal Houston Fast 100: 2012 amp; 2013