Your main responsibilities

As a IT Customer Service Representative, you will join a 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.

This position will require shift work on weekends and/or nights

A hybrid option will be available for shifts (to be discussed)

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
• Prtuguese - nice to have

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