Rackspace Technology jobs - Customer Service Technician I

Customer Service Technician I

Rackspace Technology
experience 0 to 3 Years
salary Salary not disclosed
qualification
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Posted: 3 Years ago
Views: 0
Applications: 3
Openings: 1

Job Description

Must be open to 24X7 rotational shift

Job Description Summary

PRIMARY RESPONSIBILITY: A Customer Service Technician is a key element within Rackspace’s customer service and technical support operations. Expected to provide technical support to our customers via phone/chat/support tickets on issues related to hosted business email and Microsoft Office 365 productivity suite. Required to partner with customers to provide consistent troubleshooting techniques to quickly and efficiently identify the source of a problem and provide solutions.

Job Description

KNOWLEDGE/SKILLS/ABILITY: Basic knowledge of e-mail protocols (POP3, IMAP, MAPI/Exchange protocols),DNS, desktop/laptop/mobile device operating systems, email Clients, networking fundamentals, and SPAM. Exhibits a strong desire to learn technologies. Outgoing personality with great attitude. Highly organized, quick learner, and an ability to work in a team environment. Possess strong written and verbal communication skills.

JOB COMPLEXITY: Handles customer support requests primarily via phone, chat, and tickets. Escalates support requests, as necessary, to appropriate escalation path. Provides technical troubleshooting of product offerings and offers solutions that satisfy customer. Proactively seeks opportunities to educate and solve for future technical challenges a customer may face. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Exercises good judgment in decision-making in order to routinely deliver exceptional customer support at all times. Example activities include:

Email delivery troubleshooting

Spam/Security analysis and recommendations

Desktop Client/Mobile Device troubleshooting

Account and Billing related inquiries

Support users in use and troubleshooting of Microsoft products

SUPERVISION: Operates under moderate supervision until duties are learned.

Experience/Education

Required: Graduate. Ability to type 35+ wpm. Ability to handle multiple tasks and prioritize work in order to maintain a required high level of customer service. Must be detailed in documenting information and practice good follow-through techniques. Demonstrates basic problem-solving abilities; with a desire to take on additional responsibility.

Preferred: Customer service and phone call experience. 12-24 months technical knowledge from education or job experience – basic e-mail troubleshooting. Experience with help desk/ticketing systems. Technical certifications MCSA for Office 365, A+, Network + are desirable.

PHYSICAL DEMANDS: General office environment. Moderate levels of stress may occur at times. May require long periods sitting and viewing a computer monitor. No special physical demands required. Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations.

Job Particulars

EducationAny Graduate
Who can applyFreshers and Experienced (0 to 3 Years )
Hiring Process Face to Face Interview
Employment TypeApprenticeship
Job Id553520
Job Category Tech Support
StateHaryana
Country India

About Company

About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.
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