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Customer Support Advocate

Job Description

OVH US is looking for a Customer Advocate to join our Customer Support team. The Customer Advocate, in a 24/7 environment, will provide frontline support to OVH Customers with regards to technical troubleshooting, billing, sales, and product support. The ideal candidate should have a customer first mindset, a curiosity and excitement for resolving issues in being our customer’s advocate, and passionate about technology and how it can positively impact a customer’s business.

Key Responsibilities

But not limited to:

  • Respond quickly to customers via Phone, Chat, and replying to tickets (email) to resolve any issue they may have
  • Research required information using available resources
  • Identify and escalate priority issues as necessary
  • Redirect problems to appropriate resource
  • Ability to multi-task in a fast-paced environment, and offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Providing consultative support to ensure our customers are on the right solution for both initial sales and upgrade opportunities
  • Follow up in a timely manner to customers when necessary
  • Identify opportunities to improve processes and procedures that can positively impact the customer experience
  • Stay current with changes, updates and trainings

Required Skills and Background

·       A commitment to our customers’ satisfaction and outstanding service

·       Excellent analytical/problem-solving skills, including data analysis

·       2+ years in customer support service for technical products

·       1+ years’ experience using a ticketing system/CRM (Zendesk, PeopleSoft, Bullhorn, etc.)

·       Excellent written, oral and communication skills

·       Excellent analytical/problem-solving skills

·       IT degree or 2+ years’ experience in lieu of

·       Solid fundamental understanding of Networking (OSI, Ports, Protocols)

·       Basic knowledge of macOS/Windows/Linux operating systems

·       Understanding of command line protocols

·       Some experience working with Linux and Windows servers

·       Some previous hosting experience

Desired Technical Skills

·       LPI Essentials

·       CompTIA A+, Network+, Server+, or proven equivalent experience

Experience with the following a plus

·       Working with Zendesk

·       Working with APIs

·       Knowledge in virtualization environments (Hypervisor Type-1 & 2)

·       Direct experience with managed hosting and OpenStack is greatly encouraged

·       Knowledge of Control Panels (cPanel & Plesk)

·       1+ years technical sales experience with a proven track record of meeting goals

Conditions

·       Must be able to sit for long periods of time

·       Ability to work a flexible schedule including nights, weekends and holidays in a 24/7/365 environment

·       A desire to work in a fun, exciting and collaborative environment

 

Company Description

OVH US is a global, hyper-scale cloud provider that offers businesses industry-leading performance and value. Vertically integrated to own its network, server technology and green data centers, OVH US operates more cost effectively and passes these benefits back to customers. Controlling each step in the global solution allows OVH US to provide the best performance, price, security, and customer service in the industry. OVH US is a subsidiary of OVH Group, the largest European hosting provider, with more than one million customers across 138 countries and four continents. Thus, OVH US customers join a global network with 26 data centers, 32 points of presence, and thousands of miles of dark fiber.

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