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Customer Support Technician Ii

3 months ago

Remote, India Rackspace Full time

Shift: 100% night shift

Requirements:
Certifications in relevant work

_ _

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:

  • 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:
High school diploma or equivalent. 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.

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