Cloud (nice to have)
Windows Server (nice to have)
We are looking for a / an Social Media Technical Customer Support Representative for our Customer Services department that provides advice, listening and solutions to our customers, our customer service teams are essential to ensure a service that meets our quality requirements.
Attached to the Team Manager, you meet the following challenges :
Provide quality technical assistance on social networks
Answer customer questions on digital channels by qualifying their needs
Participate in the animation of the Social Media community by publishing self-care content via Twitter and sharing content published by the main Twitter accounts.
Participate in the deployment and maintenance of the Social Media ecosystem by sharing content from OVHcloud Twitter accounts.
Develop an initial technical diagnosis and provide solutions to incidents encountered by users
Identify and escalate a customer request if it cannot be handled via social networks.
Identify and 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
Detect and respond to potential badbuzz
Guide the user to solve the problems encountered
Ensure the follow-up of the customer relationship until the final treatment of the request
Master and apply all internal Social Media procedures applicable to customers
Apply customer procedures to the various internal departments : technical, commercial
Contribute to the continuous improvement of the customer relationship
Contribute to the drafting of procedures related to its activities in Social Media
Report technical issues and anomalies to the different departments (com-dev-admin)
At OVHcloud, we encourage boldness and initiative. Beyond these missions, we therefore expect you to be proactive and participate in the continuous improvement of your scope.
Excellent knowledge of the technical environment related to its Universe (Cloud : Dedicated Servers, VPS, Public Cloud / Web : Domain Names, Shared Hosting, Webmail .
Telecom : VoIP, xDSL and variants ...) and technical environments related
Very good written and oral expression skills in Polish and English
Sense of customer service
Patience and diplomacy
Sense of analysis
Curiosity to look for different information on the products
Nice to have
Knowledge of social media trends in business
Fluency in Spanish is a plus