Customer Service Technician- Ii

5 hours ago

Gurugram Haryana, India Rackspace Full time

**Job Title**:
Customer Service Technician
- II

**Location**:
IND-Gurgaon

**Job Summary**:
**Key responsibilities**:
2. Diagnose the unique needs of each customer and troubleshoot accordingly to provide exceptional customer support. Example activities include:

- Spam/security analysis and recommendations,
- Desktop client/mobile device troubleshooting,
- Account and billing related inquiries.

3. Understanding and striving to meet or exceed metrics, while providing excellent customer service.

4. Provide step-by-step technical guidance to customers for resolving issues, ensuring customer satisfaction.

5. Document all customer interactions including troubleshooting steps and resolutions.

6. Educate customers on product features, best practices, and preventive maintenance.

7. Work collaboratively within the team and across teams to escalate and resolve complex technical issues.

8. Maintain up to date knowledge of the company's products and services.

9. Track and report recurring issues to improve product quality and customer satisfaction.

10. Participate in ongoing training and professional development.

11. Handling frustrated or upset customers with patience and turning them to a “Promoter”.

**Qualifications**:
1. Regional equivalent to High School Diploma

2. Technical education or job acquired knowledge related to the duties of the role.

**Skills Required**:
1. Excellent verbal and written communication skills for clear understanding of problems and explaining the solution to the customers.

2. Strong problem-solving abilities and attention to detail.

3. Empathetic and customer centric mindset.

4. Adaptability to changing priorities and customer needs.

6. Basic knowledge of DNS and addressing domain related issues.

7. Highly organised, quick learner, with an ability to work in a team environment.

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