IT Customer Support French/English

OVHcloud; Madrid; Presencial; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

A multinational cloud services provider is seeking an IT Customer Service Representative to deliver technical support to customers via email, chat, and phone. You will troubleshoot issues related to their products, keeping customers informed on incident progress. The ideal candidate will have excellent communication skills and a basic understanding of web hosting and networking along with fluency in French and English. This role involves both support and commercial responsibilities to enhance customer satisfaction.

Formación

• Fluent in French and English; Spanish is a nice to have.
• Basic technical knowledge of web hosting, domains, and emails.
• Understanding of protocols like FTP, TCP/UDP, and DNS.

Responsabilidades

• Provide technical support via email, chat, and phone.
• Troubleshoot general problems related to web services.
• Inform customers about incident progress and solutions.

Conocimientos

Fluent French

Fluent English

Basic technical knowledge in products

Understanding of networking

General knowledge of Linux

Excellent communication skills

Strong teamwork skills

Passionate for technology

Descripción del empleo

IT Customer Service Representative French / English

Your main responsibilities

As a Junior IT Specialist, you will join an experienced team of 1st Line Support, your key responsibility will be providing technical support by email, chat and phone to our customers from different countries on OVHcloud products.

In addition, you are also responsible for commercial activities in order to develop existing customers.

Your future impact

In 6 months you will have accomplished

• Inform and help customers via email, chat and phone on OVHcloud products and services
• Troubleshoot and fix general and specific problems related to web services (domains, web hosting, emails, office 365, etc.)
• Quickly identify the type of customer in order to provide adequate responses and solution(s) to fulfill customer’s expectations
• Keep customers updated on the progress of incidents, classifying, escalating and reassigning their requests internally, if necessar

And in 1 year you will have mastered

• Provide excellent customer service listening, analyzing and making recommendations (guide the customer towards a profitable solution) to OVHcloud Premium customers and Partners
• Provide pre and post-sale commercial support
• Deal with customer’s requests and questions related to payments and invoices (billing)
• Promote and build the image of OVHcloud brand to future customers with strong expertise and excellent customer support

Skills required :

• Basic technical knowledge in products : domains names, web hosting, emails, etc.
• Understanding of networking, protocols (FTP, TCP / UDP, etc.), DNS, CMS, HTML, Firewall, etc.
• General knowledge of Linux and Windows Server
• PHP, MySQL and basic Linux commands (curl, whois, dig, etc.) knowledge is a plus
• Excellent communication, organization and customer service skills
• Strong teamwork skills, positive attitude, dynamic and enthusiastic
• Passionate for technology and willing to learn and develop himself / herself
• Fluent French and English language are mandatory
• Spanish - nice to have