Shift: 100% night shift

Candidate must have reliable power and internet.

Requirements: Certifications in relevant work

Candidate must have a relevant certification. (customer service, email protocols, Office 365 basics etc.)

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.

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:  Graduation and above. 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. 2-5years 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.