Cloud Support Agent

OVHcloud • Reston, VA

3d • $28 • Hybrid

About The Position

OVHcloud US is looking for a Cloud Support Agent to join our Customer Support team. The Cloud Support Agent provides frontline support for customer infrastructures, technical troubleshooting, and billing concerns. The ideal candidate should have a customer-centric mindset, a curiosity and excitement for technology, and a willingness to always learn new experiences. This position works directly with our Infrastructure Operations, Product Management and Product Marketing teams to ensure we remain focused on the customer experience and continuously increase satisfaction, retention, and feedback. Ability to work a flexible schedule including nights, weekends, and holidays in a 24/7/365 environment is required.

This position is located in Reston, VA and is included in OVHcloud US hybrid work policy.

This is a 2nd shift position. This role will be working the 2nd shift and includes one weekend shift. The hours are from 2:00pm-10:00pm EST.

Requirements

• 3+ years of experience in customer support service for technical products, including at least 2 years using a ticketing system for support (ServiceNow, Zendesk)
• IT degree or 3+ years of experience in lieu of
• Excellent written, verbal and communication skills are critical
• Excellent analytical/problem-solving skills, including scientific troubleshooting methods
• Experience with Linux and Windows servers
• Experience with virtual environments - VMware/Hyper V.
• Strong knowledge of networking - OSI, Ports, Protocols
• Experience with operating systems – versioning and installations
• Experience with command line protocols
• Experience with control panels – cPanel and Plesk
• LPI Essentials knowledge desired
• CompTIA A+, Network+, Server+, or proven equivalent experience desired
• Have a desire to work in a fun, exciting and collaborative environment

Nice To Haves

• LPI Essentials
• CompTIA A+, Network+, Server+
• Working with APIs
• OpenStack

Responsibilities

• Customer Centric as Frontline Support – Be the first point of contact for OVHCloud customers via omnichannel support. You will set the tone and experience for a positive and engaging support experience during some very hectic times for our customers.
• Efficiency is Key – Communicating, researching, troubleshooting, and escalating customer’s needs with a sense of urgency. You are individually responsible for your customer efficiency KPI metrics. We want you to tackle customer cases as if your own business was impacted.
• Cloud Troubleshooting – You are responsible for ensuring the customer’s infrastructure is always available. When it is not, you will be required to use technical knowledge and tools to identify and isolate issues and take the appropriate steps to ensuring our customers are back up as soon as possible.
• Questioning Mindset – When you hear hooves, we want you to also think about zebras too, not just horses! It is important to ask questions of your customers and peers to have a clear understanding of how to go forward. It is equally important to question how things work. If you see an opportunity to improve processes and procedures to positively impact the customer experience, we want to know!
• Expanding your Knowledge – You are responsible for staying current with changes, updates, trainings and completing any manager required courses. This includes internal and external training resources. We encourage test accounts and being a part of user acceptance testing.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed