Technical Support - Cloud Products

Technical Support - Cloud Products M / F / X

Within your #OneTeam

Within OVH, the CCO Department is responsible for providing quality technical support (paid, free, 24 / 7, etc.) for all customers around the world.

It provides technical support (telephone, email, social networks, etc.) for all OVH offers (Cloud, Telecom, Web). The Department is organized into 6 Departments : Cloud, Web, Telecom, KeepBiz (in charge of customer retention), Professional Services Cloud (in charge of monitoring large accounts) and Transversal Projects : workforce management, management and implementation of new tools etc.

Attached to the Team Leader Universe, you will be in charge of assistance in the use of our products (Cloud products). You will be the privileged interlocutor of our customers and will contribute to the optimization of customer satisfaction by providing them with quality technical advice.

Your main responsibilities

• Answer questions from multi-channel customers by qualifying their needs
• Develop a first technical diagnosis and provide solutions to incidents encountered by users
• Identify, detect incidents and quickly provide a technical and / or commercial solution
• Provide remote technical assistance by adapting to the level of knowledge of your interlocutors
• Guide the user to solve the problems encountered
• Ensure the follow-up of the customer relationship until the final processing of the request
• Inform the customer base following the call
• Master and apply all internal procedures applicable to customers
• Manage and monitor customer procedures with the various internal departments : technical, commercial
• Contribute to the drafting of procedures and various documentation
• Participate and manage different projects
• Report technical issues and anomalies to the various departments (com-dev-admin)

Your future impact

• In 6 months you will have accomplished the management of the support requests from our major account customers (support business and enterprise).
• And in 1 year you will have mastered a dedicated product or technology by becoming an expert for our customers and also your colleagues.

Skills required

Good interpersonal skills and a desire to deepen the customer's needs.

Fluent German and notions of technical English required (for the management of customers calls / tickets, as well as participation in internal meetings with the Corp EMEA and CA support teams, the Competency Center and the product RUN teams)

Linux, VMware, Network, hardware, virtualization, software

SQL, web, DRP, scripting, Baremetal, Kubernetes...