Within the customer advocate team for the Cloud product environment, the Technical referent helps to develop the technical and business skills of Customer Advocates.
Together with the team leader and training center, the technical referent ensures the development of the skills and expertise of the customer advocate Cloud team.
What will you do:
Your daily work will focus in helping your cloud customers in many ways, by assisting your colleagues when a difficult case arise, by documenting technical information and making it available for all the team, also being in touch with some customers when this is necessary.
Both you and the team will evolve together as you will be sharing your knowledge with them, you will increase your visibility and contacts with RUN team and PU as well, and you will participate in technical lead meetings to move the support to the next level.
With the assistance of your manager you will grow in the organizational and managerial part by taking the lead of some management tasks and participating in transversal projects within CCO.
In 1 month: You will be trained by the current tech lead in order to upskill your cloud technical abilities and ensure you get the needed rights
You will audit lot of calls and tickets to increase your knowledge on the current status of the team
You will participate in meetings with the rest of the technical referents, will document technical information and share it continuously with the team.
You will be able to assist your team in very difficult cases and investigate till finding the solution.
You will be able to train your colleagues with the trainings that you have previously prepared In 3 months:
You will be able to participate in transversal CCO projects, work with autonomy, being in frequent contact with RUN/PU and work in some management tasks that your manager has delegated to you.
You will create technical reports about your team, where they are and what they need to go to the next level.
Missions: Ensure customer advocate skills development:
- Support customer advocates to enable them to achieve their targets
- Evaluate the technical solutions provided (make assessments and implement corrective measures)
- Perform an accurate technical follow-up of strengths and areas for customer advocate improvement in their own scope of activities.
Ensure and provide continuous training for Customer Advocates in the Cloud environment:
- Identify the continuous training needs for technical support and refer them to managers in order to prepare a technical action plan
- Develop interface and synchronization with the training center, the Voice of customers (VOC) to ensure the production, technical and other developments are well known and are understood by the customer advocates.
- Participate in the design of specific training modules and carry on the continuous training in them
- Evaluate the efficiency and relevance of training courses
- Be innovative about the skills development methods for customer advocates
- Do the technical audit of the team in order to improve their level by identifying their needs
Ensure and provide initial training for Customer Advocates in the Cloud environment:
- Synchronize with the training centre to provide initial training on OVH products, processes and mindset
- Develop, in collaboration with the team leader and VOCs, technical oriented communication media ( Guides, FAQs, ect )
- Help in the organization of new product training
- Promote and motivate excellence and tech culture in the team
- Prepare and deliver the onboarding training
- Synchronize with the other Technical Referent to ensure backup
Facilitate complex technical situation call handling or handle them in person:
- If needed to take calls to maintain technical expertise
- Support customer advocates during difficult call or ticket management
- Document technical information to be used by the team
- Interact with end customers on technical topics when customer advocates are struggling
Others:
- Participate in training sessions as learner in order to upskill your technical abilities
- Be the local point of contact for technical escalations from other teams or RUN
- Participate in EMEA CCO projects when required
- Take the lead of some tasks delegated by the direct manager
Required skills:
- Technically skilled in our wide range of cloud products: VPS, Dedicated Servers, Public Cloud, Vrack, networking, storage, databases, containers and orchestration, backup solutions
- Fluent English, spoken and written
- Ability to organize and prioritize
- Attention to detail
- Ability to communicate with the team
- Dynamic and Enthusiastic
- Strong interpersonal skills
- Sense of Customer service
- Focused and able to train people
- Ability to adapt to a demanding workplace and instill positive energy in teams
**Job Types**: Full-time, Permanent
**Salary**: €32,000.00 per year