Job Information
OVHcloud Communications Specialist in Reston, Virginia
Job Summary
The Customer Communication Specialist is responsible for creating a standardized method of communicating important customer events internally and externally. This position focuses on ensuring our customers are informed about specific topics with relevant details at the appropriate time. Collaborates closely with customer support, product SREs, product management and data center operations teams to drive a customer centric environment. Assists in key customer communication tasks for the Support Organization such as maintenance and incident notices, transcribing internal post-mortems into customer facing root cause documentation, building a standardized set of templates for key communication activities, and various cross-functional special projects. The ideal candidate has a customer-centric mindset, a knack for standardization and process, and a willingness to learn new experiences.
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 fast-paced 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.
Working Conditions
Standard office environment
Company Description – About OVHcloud
OVHcloud US is a subsidiary of OVHcloud, a global cloud provider that specializes in delivering industry-leading performance and cost-effective solutions to better manage, secure, and scale data. OVHcloud US delivers bare metal servers, hosted private cloud, hybrid and public cloud solutions. OVHcloud manages 40 data centers across 12 sites on four 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 24-year heritage, OVHcloud is committed to developing responsible technology and strives to be the driving force behind the next cloud evolution. https://us.ovhcloud.com .
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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