Support Technician I
Rackspace, Mexico

Acts as the first line of customer support. Receives incoming customer queries, identifies relevant issues, and either directly resolves customer issues or refers the query through the appropriate channels, all while cultivating a strongly positive customer impression of Rackspace support. Through queue management, ensures that tickets are addressed by an appropriate technician in a timely manner, organize tasks between departments (ticket routing) that affect customers in order to minimize false alerts and maximize accurate systems monitoring.Key Responsibilities

• Provides a world-class services experience by handling level-appropriate customer requests (via phone/ticket).
• Provides basic troubleshooting of Windows and Linux systems, identifies customer issues and either resolves the issue directly or escalates the issue.
• Creates and maintains customer loyalty by efficiently managing customer issues in an effective, professional manner.
• Responsible for ticket routing, alert monitoring, service scheduling as well as various other administrative tasks.
• Rate of resolution
• Customer satisfaction
• Cost per ticket
• Utilization rate
• Response rate

Knowledge

• General knowledge of Rackspace product portfolio and associated technologies along with a general understanding of Linux or Windows.
• Demonstrates basic problem solving skills, computer fundamentals, and the ability to identify customer needs and identify the solution or refer the issue through the appropriate channels.
• Uses good written and verbal communication, customer service and time management skills.
• Good ability to handle multiple tasks and prioritize work in order to maintain required productivity levels. Ability to touch type 30 - 40 wpm.
• Due to the 24x7 operations of the business, must be able to work a flexible work schedule, which may include nights, weekends, holidays, etc.
• Demonstrated ability to consistently provide FANATICAL support.

Education

• High school diploma or equivalent is required

Experience

• 0 - 12 months technical knowledge from education or job experience

About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies across applications, data and security to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.