IT Customer Support Representative Portuguese/English

Your main responsibilities

As a IT Support 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
• Proficiency in Portuguese and English are essential. Ability to communicate at an advanced level in a third language is nice to have (French, Spanish, Italian or German).
• Additional language is welcome

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