Customer Success Associate I - IN jobs in Gurgaon at Rackspace Technology

Description
Job Description Summary
Service Delivery Associates provide administrative support to the Service Delivery group ensuring fast and efficient response and resolution of common customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associates triage inbound customer requests to the most appropriate team, respond directly to customer needs in set instances and action frequent clerical tasks on behalf of the Service Delivery group.
Service Delivery Associates ensure fast response to inbound customer requests, drive administrative efficiency in frequently performed tasks and processes, delivering a fanatical support experience.
Shift timings – 1 PM to 10 PM IST (Cab only for drop will be provided)
Job Description
JOB REQUIREMENTS:
Key Accountabilities

Perform ticket queue management and routing for Service Delivery
Provide non-technical guidance to our customers via tickets
Monitor inbound customer ticket requests and route appropriately
Respond directly to customer information requests for specific task responsibilities such as updating Customer Contact information, routine Penetration testing, SSL Certificates
Monitor and actively progress /chase open tickets within agreed time scales to ensure customer/internal response times are achieved
Complete data entry requirements for the wider service delivery group
Process document updates in forms through to submission on Rackspace Portals
Take ownership and work quick-fix tickets
Escalates support requests (phone/ticket) according to escalation procedures
Liaise with Service Delivery Managers via email and ticket if a customer update or escalation is required
Prepare renewal documentations on behalf of Service Delivery Managers for customers

Key Performance Indicators

Number of tickets worked
Number of ticket updates provided (public facing and internal)
Number of tickets successfully closed
Number of tickets created and routed
Customer satisfaction. Based on NPS Ticket score
Ticket Response time
Ticket Resolution time
Performance accuracy measures

Qualifications
PERSON SPECIFICATION:

Strong organisational skills
Creative approach to problem solving
Ability to prioritise and manage multiple work streams
Accurate adherence to process guidelines
Astute and accurate data entry
Strong written and verbal communication skills
Basic excel skills required
Proven experience of managing, troubleshooting and monitoring 24/7 Production database.
Ownership of issues, including collaboration with other teams and escalation.
Basic Knowledge of Cloud technologies.
3/6 years’ experience

About Rackspace
Rackspace Inc. is an American managed cloud computing company based in Windcrest, Texas, a suburb of San Antonio. The company also has offices in Australia, the United Kingdom, Switzerland, the Netherlands, Germany, Singapore, Mexico, Hong Kong and India.
Rackspace is a leading managed cloud company that helps businesses tap the power of hosting and cloud computing without the pain, complexity and cost of doing it themselves. The company provides results-obsessed customer services, known as “Fanatical Support” to customers of all sizes in over 150 countries, from city guide websites to large finance and healthcare companies, including more than half of the world's Fortune 100 companies.

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