Technical Support - Cloud Products

OVHcloud; Frankfurt; Vor Ort; EUR 35.000 - 55.000; Vollzeit

Zusammenfassung

Join a forward-thinking company as a Technical Support Specialist for Cloud Products. In this dynamic role, you will engage with customers, providing essential technical support and guidance to enhance their experience with cloud solutions. Your responsibilities will include addressing inquiries, diagnosing technical issues, and collaborating with various departments to ensure customer satisfaction. As you develop expertise in specific products, you'll play a crucial role in supporting major account customers and contributing to the overall success of the team. This is an exciting opportunity to grow your skills in a collaborative environment.

Qualifikationen

• Strong interpersonal skills to understand customer needs.
• Fluent in German with basic technical English for communication.

Aufgaben

• Answer customer inquiries via multiple channels.
• Develop initial technical diagnoses and provide solutions.
• Guide users to resolve encountered problems.

Kenntnisse

Interpersonal Skills

Fluent German

Basic Technical English

Knowledge of Linux

Knowledge of VMware

Networking Knowledge

Hardware Knowledge

Virtualization Knowledge

Software Knowledge

Jobbeschreibung

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 (customer retention), Professional Services Cloud (monitoring large accounts), and Transversal Projects (workforce management, new tools implementation).

Your role

Reporting to the Team Leader Universe, you will assist customers in using our Cloud products. You will serve as a primary contact for customers and help enhance customer satisfaction by providing quality technical advice.

Your main responsibilities

1. Answer customer inquiries via multiple channels, qualifying their needs
2. Develop initial technical diagnoses and provide solutions for user incidents
3. Identify, detect incidents, and quickly offer technical and/or commercial solutions
4. Provide remote technical assistance, adapting to the customer's knowledge level
5. Guide users to resolve encountered problems
6. Follow up on customer requests until resolution
7. Inform customers after interactions
8. Apply all internal procedures related to customer support
9. Coordinate with internal departments (technical, commercial) for customer procedures
10. Contribute to the creation of procedures and documentation
11. Participate in and manage various projects
12. Report technical issues and anomalies to relevant departments (dev, admin)

Your future impact

• In 6 months, you will have managed support requests from major account customers (support business and enterprise).
• In 1 year, you will have mastered a specific product or technology, becoming an expert for customers and colleagues.

Skills required

• Strong interpersonal skills and a desire to understand customer needs
• Fluent German and basic technical English (for calls, tickets, and meetings with EMEA teams, support centers, and product teams)
• Knowledge of Linux, VMware, Networking, Hardware, Virtualization, and Software