Jobs and Careers

Cloud Support Agent

United Statesfull_timeVerifiedPosted 4 Feb 2025

💰 $55,900/yr

About the role

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.

Base Pay: $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