Cloud Support Agent

Job Summary
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 3rd shift position. This role will be working the 3rd shift and includes one weekend shift. The hours are from 10:00pm-6:00am EST.

Base pay range: $27.95 per hour.

Essential Duties & 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.

Minimum 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

Experience with the following is a plus

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

Working Conditions

• Standard office environment.

Company Description – About OVHcloud
OVHcloud US is a subsidiary of OVHcloud, a global cloud provider that specializes in delivering industry-leading performance and cost-effective solutions to better manage, secure, and scale data. OVHcloud US delivers bare metal servers, hosted private cloud, hybrid and public cloud solutions. OVHcloud manages 30 data centers across 12 sites on four continents, manufacturing its own servers, building its own data centers and deploying its own fiber-optic global network to achieve maximum efficiency. Through the OVHcloud spirit of challenging the status quo, the company brings freedom, security and innovation to solve data challenges – today and tomorrow. With a 21-year heritage, OVHcloud is committed to developing responsible technology and strives to be the driving force behind the next cloud evolution. .

EEO Statement
OVHcloud is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, religion, color, sex (including childbirth, breast feeding, and related medical conditions), gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state and local laws.