Job Information
OVHcloud Communications Specialist in Reston, Virginia
Job Summary
The Customer Communications Specialist is responsible for identifying opportunities for standardizing communications, creating relevant templates for critical customer events, both internally and externally, supporting the implementation process as a key contributor to QA, and publicizing root cause analyses. This position focuses on ensuring our customers are informed about critical content updates/changes. As the primary CST point of contact for key customer communications, this position drives a customer-centric environment in collaboration with customer support, technical operations, product management, and data center operations teams. Contributes to various cross-functional projects. The ideal candidate has a customer-centric mindset, a knack for standardization and process, and a willingness to learn and adapt to new experiences.
Essential Duties & Responsibilities
Create standardized communication templates with interactive variables allowing customers to make informed decisions.
Identify key opportunities to create clear and concise delivery of information to customers at the proper time, acting as the customer’s biggest advocate
Transform internal acronyms and technical jargon into clear, intentional, and targeted communications to ensure customers have adequate information to efficiently operate their businesses.
Responsible for customer communications related to change management, incident management, and some areas of the product(s) lifecycle.
Explore test environments and participate in QA/UAT as needed.
Challenge the status-quo to drive continuous improvement. Identify and seize any opportunity to improve processes and procedures to positively impact the customer experience.
Remain abreast of company and industry trends and training opportunities (both internal and external).
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.
Must be fluent in English with excellent writing skills.
Ability to use Internal acronyms and translate to external services, functions, or requirements.
Ability to communicate clearly and effectively.
Must be process oriented with strong organizational skills and high attention to detail.
Customer-centric mindset that is dedicated to understanding the customer experience to identify opportunities for improving customer communications.
Ability to question technical documentations and challenge the details/requirements.
Ability to work independently 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.
Powered by JazzHR