Cloud Support Consultant (m/f/d)

Shaping the future of edge computing together!

gridscale is part of OVHcloud, one of the leading providers of cloud infrastructures worldwide.

OVHcloud stands for powerful, reliable and sustainable cloud solutions that meet the highest security standards and are supported by a global network of data centers. Together, we combine our strengths and drive innovation, especially in the area of edge computing. This enables us to offer even more powerful and flexible solutions.

Become part of OVHcloud and help to actively shape the digital future!

Within your #OneTeam

Within OVH, the CCO Department is responsible for providing quality technical support (paid, free, 24/7, etc.) for all customers around the world. It provides technical support (telephone, email, social networks, etc.) for all OVH offers (Cloud, Telecom, Web). The Department is organized into 6 Departments: Cloud, Web, Telecom, KeepBiz (in charge of customer retention), Professional Services Cloud (in charge of monitoring large accounts) and Transversal Projects: workforce management, management and implementation of new tools etc.

Attached to the Team Leader Universe, you will be in charge of assistance in the use of our products (Cloud products). You will be the privileged interlocutor of our customers and will contribute to the optimization of customer satisfaction by providing them with quality technical advice.

Your main responsibilities

•     Answer questions from multi-channel customers by qualifying their needs

•     Develop a first technical diagnosis and provide solutions to incidents encountered by users

•     Identify, detect incidents and quickly provide a technical and/or commercial solution

•     Provide remote technical assistance by adapting to the level of knowledge of your interlocutors

•     Guide the user to solve the problems encountered

•     Ensure the follow-up of the customer relationship until the final processing of the request

•     Inform the customer base following the call

•     Master and apply all internal procedures applicable to customers

•     Manage and monitor customer procedures with the various internal departments: technical, commercial

•     Contribute to the drafting of procedures and various documentation

•     Participate and manage different projects

•     Report technical issues and anomalies to the various departments (com-dev-admin)

Your future impact

•     In 6 months you will have accomplished the management of the support requests from our major account customers (support business and enterprise).

•     And in 1 year you will have mastered a dedicated product or technology by becoming an expert for our customers and also your colleagues.

Unser Angebot an dich

• Profit sharing and global incentives: Share OVHcloud's successes - minimum 3 months of service in the financial year.

• Work-life balance: 28 days of vacation per year and 4 additional Flexi Days - for your relaxation

• Public transportation: We cover 50% of your monthly ticket costs - reimbursed directly via your payroll.

• Company pension plan: 5% of your annual salary goes into your pension plan, in cooperation with SwissLife.

• Cover for life risks and disability: cooperation with Gothaer Versicherung, tailored to your age and salary.

• Pluxee Lunch Vouchers: Every month you receive 15 vouchers by post to your home.

• Your Fitness Support: Up to €400 per year for sports activities or gym memberships.

• Bicycle allowance: € 0.30 per kilometer as well as bike leasing and quarterly invoices.

• Corporate benefits: Discounts at over 800 brands via our employee portal.

• Good interpersonal skills and a desire to deepen the customer's needs.

• Fundamental knowledge in Linux, VMware, Network, hardware, virtualization, software,SQL, web, DRP, scripting, Baremetal, Kubernetes...

• Fluent German and notions of technical English required (for the management of customers calls/tickets, as well as participation in internal meetings with the Corp EMEA and CA support teams, the Competency Center and the product RUN teams)