Technical support Cloud (M/F)

As part of the technical team, interacting with other Technical Support Specialists, you will be responsible for incoming calls, chats and e-mails of customers that are looking for help and information about OVH products (servers, cloud). You will therefore be required to:
  • To inform and help clients via e-mail and telephone regarding OVH's products and services
  • Troubleshoot and fix general and specific problems related to cloud services (VPS, Dedicated Servers, Private/Public Cloud, etc.)
  • Quickly identify the type of prospective customer in order to provide adequate responses and Identify the appropriate OVH solution(s) to respond to the prospective customer's expectations
  • Support demanding customers to articulate their needs
  • Follow all internal training necessary for developing and sustaining an advanced knowledge of products, technologies and sales strategies
  • Understand, integrate and develop a pitch to promote the image of the OVH brand to future customers
  • Build an image of OVH as company with strong expertise and excellent customer support

Required skills
  • Good technical knowledge in IT and new technologies (ideally in servers, cloud)
  • Knowledge of Linux and virtualization (VMware) is essential for the position
  • OpenStack knowledge is a plus
  • Excellent communication, organization and customer service skills
  • Ability to analyze, listen and make recommendations (guide the customer towards a profitable solution)
  • Ability to troubleshoot client issues and incidents
  • Good command of IT and telephone tools (CRM)
  • To be efficient and quick in proposing solutions
  • Enthusiasm for service, finding solutions
  • Passion for constant personal development and to learn more about the IT market
  • English knowledge is mandatory (>B2).
  • Bachelor or equivalent degree in IT appreciated
  • Relevant experience of +2 years in customer support service for technical products
  • Or relevant IT experience in lieu of a formal qualification will also be considered
  • Good knowledge of the cloud products would be a plus
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