Technical Support - Cloud Products M/F/X

Full-time
With professional experience
German & English

Stellenbeschreibung

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.

Das erwartet dich bei uns

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)

Zu deinen Aufgaben gehören

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.

Das bringst du mit

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…