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Praca

09.07.2020

Cloud Support Technical Lead

Wrocław

OVH Sp. z o.o.

With more than 1.5 million customers worldwide, OVHcloud is the European leader of cloud computing and the 3rd largest web hosting provider in the world. Our company employs more than 2,200 people and our teams are growing rapidly. With 30 datacenters and a commercial presence on 5 continents, we manufacture our own servers and thus control our entire industrial chain. We defend an innovative and different cloud, which respects the European values of freedom of choice, transparency, openness to standards and protection of privacy.

In order to support our growth, we are constantly looking for new talents who share our values and ambitions.

Obowiązki

  • Ensure and provide continuous training for IT Support Technicians in the relevant environment
  • Identify continuous training needs of technical support advisors and refer them to managers and the training center
  • Coordinate and synchronize with the training center so that product, technical and other developments are well known and understood by Customer Advisors
  • Participate in designing training modules for specific topics as well as continuous development
  • Participate in training modules from the training center (new products, features etc.)
  • Evaluate the effectiveness and relevance of training courses (identify gaps in initial training, changes in segments, etc.)
  • Propose and carry out individual and group action plans (e.g. workshops, briefing notes) that contribute to the skills development of Customer Advisors
  • Find innovative ways to develop the skills of Customer Advisors

 

  • Encourage and motivate a tech culture in the relevant team/environment
  • Sustain and update the knowledge base in the relevant area using a suitable tool
  • Develop technical communications in collaboration with managers and other Tech Leads
  • Monitor technology
  • transmit and convey the required information to Customer Advisors

 

  • Facilitate call handling or handle complex technical situations
  • Continue to take calls in order to maintain technical expertise during periods of high call volumes
  • support the Customer Advisors when managing difficult calls
  • Take charge of tickets requiring special technical expertise and deal with them until they are resolved
  • Interact with end customers on technical issues when Customer Advisors have difficulties

Wymagania

  • Excellent command of products within relevant product environment (Cloud: dedicated servers, VPS, public cloud…) along with related technical fields
  • Very good knowledge of customer relations, jobs and technical constraints
  • Ability to organize oneself and prioritize tasks
  • Sense of customer service
  • Attentive and able to train people
  • Dynamic and enthusiastic
  • Interpersonal skills
  • Reactive
  • Ability to adapt to a demanding workplace and instill positive energy in teams
  • With a great sense of service, you are keen to have a positive impact on your internal and/or external contacts
  • You are open to the world and working in an international context is an important aspect for you
  •  You are autonomous and able to work in a fast-paced environment
  • Fluent Polish and English is mandatory

Opis stanowiska/uwagi:

Within the customer teams in the Cloud support environment, your role as Technical Lead is to help develop the technical and business skills of IT Support Technicians.

Working closely with the team leader, you ensure that IT Support Technicians in your product environment develop their skills and expertise.

Administratorem danych jest OVH Sp. z o.o.. Dane zbierane są dla obecnego jak i przyszłych procesów rekrutacji. Ma Pani/Pan prawo dostępu do treści swoich danych oraz ich poprawiania. Podanie danych w zakresie określonym postanowieniami ustawy z dnia 26 czerwca 1974 r. Kodeks pracy (Dz. U. z 1998 r. Nr 21, poz. 94 z późn. zm.) oraz aktów wykonawczych jest obowiązkowe. Podanie dodatkowych danych osobowych jest dobrowolne i następuje na podstawie zgody umieszczonej poniżej:

Wyrażam zgodę na przetwarzanie przez OVH Sp. z o.o. moich dodatkowych danych osobowych dla potrzeb obecnego jak i przyszłych procesów rekrutacji.

W razie rezygnacji z dalszego udziału w procesie rekrutacji ma Pani/Pan prawo złożyć żądanie usunięcia Pani/Pana danych osobowych, które spowoduje ich niezwłoczne usunięcie przez OVH Sp. z o.o.

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