Cloud Support Associate

Role Description The Cloud Support Associate is a full-time remote role responsible for supporting users and clients with cloud-based services and applications. Day-to-day tasks include responding to support requests, troubleshooting technical issues, and escalating complex problems to appropriate teams when needed. The role involves monitoring service performance, documenting incidents, and maintaining clear communication with users to ensure timely resolution and a positive support experience. The Cloud Support Associate will collaborate with other support workers and technical staff, follow safeguarding and data protection procedures, and contribute to continuous improvement of support processes. This position requires consistent, professional interaction with users, accurate record-keeping, and adherence to defined service levels.

Qualifications

• Candidates should possess experience working as support workers or in similar customer or technical support roles.
• Candidates should possess strong interpersonal skills and communication abilities to engage effectively with diverse users and teams.
• Candidates should possess knowledge of safeguarding principles, data protection, and secure handling of user information.
• Candidates should possess technical support skills, including basic troubleshooting of cloud platforms, applications, and user environments.
• Relevant skills such as problem-solving, attention to detail, and documentation of support activities are beneficial.
• Experience with major cloud platforms (e.g., AWS, Azure, or Google Cloud) and ticketing systems is preferred.
• Ability to work independently in a remote setting, manage priorities, and meet defined response and resolution times.
• An associate or bachelor’s degree in information technology, computer science, or a related field, or equivalent practical experience, is advantageous.