Customer Service Technician II

Summary

Join Rackspace Technology as a Customer Service Technician II and provide frontline technical support to our customers. You will troubleshoot technical issues, deliver excellent customer service through various communication channels, and ensure customer satisfaction. The ideal candidate possesses strong technical knowledge, exceptional communication skills, and a customer-centric approach. Responsibilities include diagnosing customer needs, providing technical guidance, documenting interactions, and educating customers on product features. You will collaborate with teams to resolve complex issues and maintain up-to-date knowledge of company products and services. This work-from-home position offers opportunities for professional development.

Requirements

• Regional equivalent to High School Diploma
• Technical education or job acquired knowledge related to the duties of the role
• Excellent verbal and written communication skills for clear understanding of problems and explaining the solution to the customers
• Strong problem-solving abilities and attention to detail
• Empathetic and customer-centric mindset
• Adaptability to changing priorities and customer needs
• IMAP/POP3/SMTP protocols: Proficiency in troubleshooting email issues and providing technical assistance
• Basic knowledge of DNS and addressing domain related issues
• Highly organized, quick learner, with an ability to work in a team environment

Responsibilities

• Respond promptly and professionally to customer inquiries by phone, chat, email, and tickets
• Diagnose the unique needs of each customer and troubleshoot accordingly to provide exceptional customer support
• Email delivery troubleshooting
• Spam/security analysis and recommendations
• Desktop client/mobile device troubleshooting
• Account and billing related inquiries
• Understanding and striving to meet or exceed metrics, while providing excellent customer service
• Provide step-by-step technical guidance to customers for resolving issues, ensuring customer satisfaction
• Document all customer interactions including troubleshooting steps and resolutions
• Educate customers on product features, best practices, and preventive maintenance
• Work collaboratively within the team and across teams to escalate and resolve complex technical issues
• Maintain up-to-date knowledge of the company's products and services
• Track and report recurring issues to improve product quality and customer satisfaction
• Participate in ongoing training and professional development
• Handling frustrated or upset customers with patience and turning them to a “Promoter”