Rackspace Hiring for Customer Success Associate I-IN (R-15611) at Remote Full Time

JOB DESCRIPTION:
Service Delivery Associates provide administrative support to the Service Delivery group ensuring fast and efficient response and resolution of common customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associates triage inbound customer requests to the most appropriate team, respond directly to customer needs in set instances and action frequent clerical tasks on behalf of the Service Delivery group.

Service Delivery Associates ensure fast response to inbound customer requests, drive administrative efficiency in frequently performed tasks and processes, delivering a fanatical support experience.

JOB REQUIREMENTS:
Key Accountabilities

• Perform ticket queue management and routing for Service Delivery
• Provide non-technical guidance to our customers via tickets
• Monitor inbound customer ticket requests and route appropriately
• Respond directly to customer information requests for specific task responsibilities such as updating Customer Contact information, routine Penetration testing, SSL Certificates
• Monitor and actively progress /chase open tickets within agreed time scales to ensure customer/internal response times are achieved
• Complete data entry requirements for the wider service delivery group
• Process document updates in forms through to submission on Rackspace Portals
• Take ownership and work quick-fix tickets
• Escalates support requests (phone/ticket) according to escalation procedures
• Liaise with Service Delivery Managers via email and ticket if a customer update or escalation is required

Prepare renewal documentations on behalf of Service Delivery Managers for customers

Key Performance Indicators

• Number of tickets worked
• Number of ticket updates provided (public facing and internal)
• Number of tickets successfully closed
• Number of tickets created and routed
• Customer satisfaction. Based on NPS Ticket score
• Ticket Response time
• Ticket Resolution time
• Performance accuracy measures

PERSON SPECIFICATION:

• Strong organisational skills
• Creative approach to problem solving
• Ability to prioritise and manage multiple work streams
• Accurate adherence to process guidelines
• Astute and accurate data entry
• Strong written and verbal communication skills
• Basic excel skills required
• Proven experience of managing, troubleshooting and monitoring 24/7 Production database.
• Ownership of issues, including collaboration with other teams and escalation.
• Basic Knowledge of Cloud technologies.
• years experience (2-4 yrs)

POLICY COMPLIANCE:

• Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

About Rackspace Technology

We 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 Technology

Though 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.