Hyland Technical Support Analyst I (Melbourne Australia) in melbourne, Australia


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


  • Answer inbound phone calls and emails from customers requesting assistance with OnBase

  • Interact with customer and understand needs; provide proactive suggestions as well as answers to improve customer satisfaction

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

  • Obtain a high degree of proficiency with supported software


  • 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

  • Microsoft Office proficient

  • 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

  • Organized and experienced at successfully multi-tasking

  • Good 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

  • Up to 10% travel required

Job ID2018-3559

of Openings1

Job LocationsMelbourne Office