Customer Support Representative

OVHcloud; Wrocław; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Edenred lunch card

Luxmed health care

Multisport card

Public transport refund

Ask Henry concierge

EMA - psychological support

Employee referral program

Additional 4 days off

Global Incentive Plan

Glasses refund

Sport & culture card

Nursery co-funding / holidays

Job summary

OVHcloud in Wrocław, Poland, is seeking an IT Support professional to diagnose and fix issues across web and cloud services for European customers. You will learn our product portfolio, develop technical and soft skills, and provide solutions to customers through calls, emails and chats.

You will participate in trainings to deepen knowledge of VPS, dedicated servers, hosting and email services, while maintaining strong customer focus and effective communication.

Qualifications

• Fluent Polish and English are essential.
• Excellent communication and strong customer focus are required.
• Ability to analyse, listen and provide recommendations to troubleshoot customer issues.
• Willingness to continuously develop technical knowledge and learn new technologies.

Responsibilities

• Diagnose and fix issues and malfunctions of web and cloud services for European customers.
• Answer customers via calls, emails and chats to resolve issues.
• Address escalations and inform customers about correct processes.
• Classify incidents and escalate or reassign to the appropriate team when needed.
• Keep customers updated on investigation progress and resolution.
• Participate in internal trainings to maintain advanced knowledge of products and processes.

Skills

Polish language

English language

Communication skills

Customer focus

Analytical thinking

Active listening

Willingness to learn

Job description

• - you will work in IT company - a leading European cloud and hosting provider with a global presence


• - you will learn about our products and services


• - you will develop technical and soft skills


• - you will learn to look for and provide solutions to customers

Your main responsibilities

• - diagnosing and fixing issues and malfunctions of web and cloud services (dedicated servers, VPS, web hosting and email services) for European customers


• - answering Customers' calls, replying to e-mails and chats to solve any issues they might experience


• - answering to escalations and informing customers about correct processes


• - classifying incidents and escalating or reassigning those to the appropriate team/person, if necessary


• - keeping customers updated on the progress of an ongoing investigation/troubleshooting and its resolution


• - participating in all internal trainings necessary to develop and maintain an advanced knowledge of products, technologies and processes

Your future impact

In 6 months, you will have accomplished

• - becoming independent in recognizing and troubleshooting issues brought by customers


• - understanding the company product portfolio and related customer needs

And in 1 year, you will have mastered

• - providing nuanced and complex resolutions to our customers


• - developed web and cloud technical skills in our dedicated training programs

Skills required

• - fluent Polish and English are essential


• - great communication skills and strong customer focus


• - ability to analyze, listen and make recommendations in order to troubleshoot customers' issues and incidents


• - passion for continuous professional development and willingness to learn new technologies

It's a +

• - experience in a similar position: Technical Support/Service Desk in an IT environment


• - good technical knowledge in IT and new technologies domains


• - knowledge of web and cloud products: dedicated servers and VPS, web hosting and email services


• - additional language German / Spanish or Italian

• Edenred lunch card


• Luxmed private health care


• Multisport card


• Public transport refund


• Ask Henry concierge


• EMA - psychological support


• Employee referral program


• Additional 4 days off


• Global Incentive Plan


• Glasses refund


• Additional benefits: sport and culture card, holidays or nursery co-founding