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    Customer Support Advocate

    Reston, VA 20191
    Full-time, Part-time
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    Job Description

    Job Description

    Job Summary

    OVHcloud US is looking for a Customer Support Advocate to join our Customer Support team. The Customer Support Advocate provides frontline support to OVHcloud Customers with regards to infrastructure support, 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. You will work directly with our Infrastructure Operations teams, Product Management and Product Marketing teams ensuring that we focused on a customer centric experience towards providing customer satisfaction, retention and customer feedback.

    This position is located in Reston, VA. This is not a remote position. Relocation assistance is not available.

    Ability to work a flexible schedule including nights, weekends and holidays in a 24/7/365 environment is required.

    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 available at all times. 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  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

    Experience with the following a plus

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


    Working Conditions

    • Currently remote but will return to a standard office environment post-Covid
    • Must be able to sit for long periods of time
    • A desire to work in a fun, exciting and collaborative environment


    Company Description – About OVHcloud

    OVHcloud™ is a global cloud provider that specializes in delivering industry-leading performance and cost-effective solutions to better manage, secure, and scale data. OVHcloud™ provides a smarter alternative for web hosting, emails, bare metal servers, hosted private cloud, hybrid and public cloud solutions. The group manages 30 data centers across 12 sites in 4 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 20-year heritage and a solid European foundation, OVHcloud™ is committed to developing responsible technologies, as the group strives to be the driving force behind the next cloud evolution.

    Learn more about OVHcloud

    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.

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    Posting ID: 593842049Posted: 2021-01-21