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 OVHcloud products (servers, cloud). You will therefore be required to:

Inform and help customers via email, chat and phone on OVHcloud 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 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 necessary
Provide excellent customer service listening, analyzing and making recommendations (guide the customer towards a profitable solution) to OVHcloud Premium customers and Partners
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
Follow all internal training necessary for developing and sustaining an advanced knowledge of products, technologies and sales strategies

Required skills

Good technical knowledge in IT and new technologies. The basics of Cloud products: VPS, Dedicated Servers, Private/Public 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
Strong teamwork skills, positive attitude, dynamic and enthusiastic
Passion for constant personal development and to learn more about the IT market
Fluent Spanish
English is mandatory (>B2) + German language mandatory (>B2).

Background

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