Customer Support Representative

Want to contribute to unique projects to build the Open Cloud together? Let's go! At OVHcloud, we are driven by the same desire: to build the future together and champion the freedom to innovate. ► Discover the major player in Open and Responsible Cloud DETAILS Permanent contract Customer Services YOUR JOB Customer Support Representative Within your #OneTeam - you will work in IT company - a leading European cloud and hosting provider with a global presence - you will learn about our products and services - you will develop technical and soft skills - you will learn to look for and provide solutions to customers Your main responsibilities - diagnosing and fixing issues and malfunctions of web and cloud services (dedicated servers, VPS, web hosting and email services) for European customers - answering Customers' calls, replying to e-mails and chats to solve any issues they might experience - answering to escalations and informing customers about correct processes - classifying incidents and escalating or reassigning those to the appropriate team/person, if necessary - keeping customers updated on the progress of an ongoing investigation/troubleshooting and its resolution - participating in all internal trainings necessary to develop and maintain an advanced knowledge of products, technologies and processes Your future impact In 6 months, you will have accomplished - becoming independent in recognizing and troubleshooting issues brought by customers - understanding the company product portfolio and related customer needs And in 1 year, you will have mastered - providing nuanced and complex resolutions to our customers - developed web and cloud technical skills in our dedicated training programs Skills required - fluent Polish and English are essential - great communication skills and strong customer focus - ability to analyze, listen and make recommendations in order to troubleshoot customers' issues and incidents - passion for continuous professional development and willingness to learn new technologies It’s a + - experience in a similar position: Technical Support/Service Desk in an IT environment - good technical knowledge in IT and new technologies domains - knowledge of web and cloud products: dedicated servers and VPS, web hosting and email services - additional language German / Spanish or Italian #Benefits Nationale Nederlanden life insurance Edenred lunch card Luxmed private health care Multisport card Public transport refund Pension Plan (PPPE) Ask Henry concierge EMA – psychological support Employee referral program Additional 4 days off Global Incentive Plan Kudos seniority bonus Holiday allowance Glasses refund Additional benefits: sport and culture card, holidays or nursery co-founding . RECRUITMENT PROCESS 1. Meeting with our Talent Acquisition Specialist: Maja 2. Interview with the Manager: Anna 3. Assessment (if relevant) 4. Meeting with a Peer, Team Member, or Director 5. Final debrief, Feedback & Decision OUR BENEFITS & PERKS ✔︎ A Hybrid Remote Work Policy ✔︎ An Employee Shareholding Plan ✔︎ A Service Recognition Program ✔︎ Subsidies for Holiday and Sports Activities ✔︎ On-site Nursery/Daycare (depending on location) Plus: ✔︎ Multicultural Teams ✔︎ Well-Equipped Modern Workspaces ✔︎ An Online Learning and Certification Platform ✔︎ Digital Medical and Social Support Services for you and your family JOIN THE OVHCLOUD JOURNEY OVHcloud values and supports the diversity of the people we hire. For us, Diversity means fostering a workplace where individual differences are recognized, appreciated, and respected, allowing everyone to develop their full potential and strengths. Be free to be yourself! IA IN OUR DNA Artificial Intelligence is reinventing our business every day. Join us to explore its immense possibilities and co-build the future! SUSTAINABILITY AT OVHCLOUD: A DEEP COMMITMENT ► Explore our commitments that make the difference REALIZE YOUR POTENTIAL! We know that women sometimes hesitate to apply if they don't meet 100% of the criteria in a job description. We want to be clear: our job descriptions are guidelines, not barriers. We look forward to receiving your application Cette offre ne répond pas tout à fait à vos attentes ? Candidatez malgré tout ! C'est l'occasion de partager votre profil avec nos recruteurs, vous faire remarquer et peut-être recontacter pour une autre opportunité. Did this offer not quite meet your expectations? Submit a spontaneous application on our candidate portal to join one of our teams! It's a great opportunity to share your profile with our recruiters, get noticed, and potentially be contacted for a different opportunity. Want to contribute to unique projects to build the Open Cloud together? Let's go! At OVHcloud, we are driven by the same desire: to build the future together and champion the freedom to innovate. ► Discover the major player in Open and Responsible Cloud YOUR JOB Customer Support Representative Within your #OneTeam - you will work in IT company - a leading European cloud and hosting provider with a global presence - you will learn about our products and services - you will develop technical and soft skills - you will learn to look for and provide solutions to customers Your main responsibilities - diagnosing and fixing issues and malfunctions of web and cloud services (dedicated servers, VPS, web hosting and email services) for European customers - answering Customers' calls, replying to e-mails and chats to solve any issues they might experience - answering to escalations and informing customers about correct processes - classifying incidents and escalating or reassigning those to the appropriate team/person, if necessary - keeping customers updated on the progress of an ongoing investigation/troubleshooting and its resolution - participating in all internal trainings necessary to develop and maintain an advanced knowledge of products, technologies and processes Your future impact In 6 months, you will have accomplished - becoming independent in recognizing and troubleshooting issues brought by customers - understanding the company product portfolio and related customer needs And in 1 year, you will have mastered - providing nuanced and complex resolutions to our customers - developed web and cloud technical skills in our dedicated training programs Skills required - fluent Polish and English are essential - great communication skills and strong customer focus - ability to analyze, listen and make recommendations in order to troubleshoot customers' issues and incidents - passion for continuous professional development and willingness to learn new technologies It’s a + - experience in a similar position: Technical Support/Service Desk in an IT environment - good technical knowledge in IT and new technologies domains - knowledge of web and cloud products: dedicated servers and VPS, web hosting and email services - additional language German / Spanish or Italian #Benefits Nationale Nederlanden life insurance Edenred lunch card Luxmed private health care Multisport card Public transport refund Pension Plan (PPPE) Ask Henry concierge EMA – psychological support Employee referral program Additional 4 days off Global Incentive Plan Kudos seniority bonus Holiday allowance Glasses refund Additional benefits: sport and culture card, holidays or nursery co-founding . Cette offre ne répond pas tout à fait à vos attentes ? Candidatez malgré tout ! C'est l'occasion de partager votre profil avec nos recruteurs, vous faire remarquer et peut-être recontacter pour une autre opportunité. Did this offer not quite meet your expectations? Submit a spontaneous application on our candidate portal to join one of our teams! It's a great opportunity to share your profile with our recruiters, get noticed, and potentially be contacted for a different opportunity.