Job Family Summary

Responsible for delivering a great customer experience.  The first point of contact to provide technical and non-technical support to customers over chat, phone and via support tickets. Responsible for responding to the Rackspace global support ticket queues and completing first line resolution. Expected to follow process, display good judgment in decisions, and create and maintain customer loyalty by going above and beyond the customer’s expectation. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Career Level Summary

·       Requires basic skills in an analytical or scientific method or operational process

·       Leverages clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines

·       Works with close supervision

Critical Competencies

·       Time Management: Demonstrates punctuality and reliability in meeting individual deadlines; completes tasks in a timely manner

·       Attention to Detail: Learns what is expected regarding accuracy and thoroughness so that sufficiently detailed information is logged correctly

Key Responsibilities

·       Receive support requests (phone/ticket/chat) according to triage procedures

·       Troubleshoot client issues via phone, remote tools, and email to understand and resolve service issues

·       Work on level appropriate tickets (e.g. system resources, MyRack requests) and escalate tickets according to protocol

·       Perform basic user administration

·       Respond quickly to customer events and emergencies, which may lead to fluctuations in workflow

·       Ensure adherence to customer & SLA commitments

·       Provide Fanatical Experience to customers in all the above

Person Specification

Knowledge

·       Broad current knowledge of Rackspace, its operations, and service offerings.

·       Familiarity with ticketing systems

·       Basic knowledge of Rackspace product portfolio and associated technologies along with a basic understanding of networking, Windows, and Linux systems, IIS, Apache, MYSQL, FTP, SSH, RDP, and PHP as well as an understanding of DNS function

·       Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities

·       Understands how the assigned duties relate to others in the team and how the team integrates with others

Skills

·       Ability to multitask and stay organized

·       Outgoing personality with a professional appearance and demeanor

·       Strong customer service and critical thinking skills

·       Ability to communicate technical information and ideas for others to understand verbally and written

·       Moderate computer proficiency including MS office suite

·       Communicates basic technical information with team members

Experience

Required

·       No related technical experience required

Preferred

·       1-5 years of customer support experience in an IT or technical environment highly preferred

Physical Demands

·       General office environment: no special physical demands required

·       May require long periods sitting and viewing a computer monitor

·       Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations

·       Work aligned to set shift hours, may require non-traditional work shift

·       Ability to accommodate on-call rotations