Cloud Technical Lead F/M
OVHcloud
Wroclaw, Pologne
4 d. temu

Your role :

  • Ensure IT Support Technicians in the relevant team / environment develop their skills
  • Support IT Technicians to enable them to reach pre-production targets
  • Closely evaluate technical solutions provided (analyze the state of play and implement corrective measures)
  • Conduct a technical fact-based survey of strengths and areas for improvement for IT Support Technicians in the relevant scope
  • Participate in technical and quality audits
  • Design and conduct use cases and workshops, including operational technical workshops, based on identified needs
  • 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
  • Your skills :

  • 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
  • Very good English knowledge
  • 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
  • 13e mois
  • Tickets ou Restaurant d'entreprise
  • Conciergerie
  • Salle de sport ou abonnement
  • Crèche d'entreprise
  • Mutuelle
  • Participation
  • Prévoyance
  • Zgłoś tę pracę
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