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Customer Service Technician
Rackspace Technology
Customer Service & Support
IT & Telecoms
GHS
Confidential
1 month ago
Job Summary
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 the 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.
- Minimum Qualification : Degree
- Experience Level : Entry level
- Experience Length : 1 year
Job Description/Requirements
Key Responsibilities
- 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:
License and User ManagementEmail delivery troubleshootingSpam/Security analysis and recommendationsDesktop Client/Mobile Device troubleshootingAccount and Billing related inquiriesQualifications
- 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.
- Required: High school diploma or equivalent
- Technical certifications: at least one Microsoft 365 certificate required
- Strong Customer service background and previous phone call experience.
- 1 year minimum of relevant job experience – Microsoft 365 help desk.
- Experience with help desk/ticketing systems
- Certifications in relevant work
- English advanced and fluent proficiency
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