Communications Specialist - Reston, United States - OVHcloud

OVHcloud

Verified Company

Reston, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Job Summary

Essential Duties & Responsibilities

Professionally Clear and Concise
Take confusing internal acronyms and technical speak and turn that into intentional and targeted information that our customers require to run their business efficiently, cutting out the clarifying back and forth between OVHcloud and our customers.

Customer Centric Mindset

Identify key opportunities in the Support and Product Operational BAU to focus on creating clear and concise delivery of information to inform our customers of the right information at the right time. Be the customer's biggest advocate when working complex cases with other OVHcloud teams.

Efficiency is Key

Handle recurring tasks with a standardized approach, creating templated content with plug and play variables that allow our teams to focus on customer operational tasks and allow the customer to make informed decisions with what they are given. Responsible for the customer communications from our change management process, incident management process and certain areas of the product lifecycles at OVHcloud US.

Questioning Mindset

Ask questions of your customers and peers to ensure a clear understanding of how things work and how to move forward. Seize any opportunity to improve processes and procedures to positively impact the customer experience.

Expanding your Knowledge

Stay up to date with company and industry changes and training. This includes internal and external training resources. We encourage test accounts and being a part of user acceptance testing.

Minimum Requirements

Bachelor's degree in business, communications, or a related field; equivalent years of experience considered in lieu of degree.
2+ years of experience in information technology and/or a data center environment.
Excellent written English and speaking English skills are mission critical.
Ability to use Internal acronyms and translate to external services, functions, or requirements.
Ability to communicate effectively (listening, presenting, and questioning).
Must have strong attention to detail and process oriented.
Customer perspective. Be willing to put yourself through the customer experience to identify the opportunities OVHcloud has towards improving communications with our customers.
Strong organization to assist with staying focused and on task.
Ability to question technical documentations and challenge the details/needs.
Knowledge of the OVHcloud customer and support experience
Basic understanding of OVHcloud hardware and the teams supporting it all.
Ability to work on your own and in a fastpaced team environment.
The following are a plus:_
Knowledge of customer support or customer relationship management systems, such as Zendesk, HelpDesk, SalesForce, ServiceNow.
ITIL certified
Working experience with servers, server hardware, SaaS or IaaS or PaaS background.