Customer Service Technician II

Summary

Join Rackspace as a Customer Service Technician and provide technical support to customers via phone, chat, and tickets for hosted business email and Microsoft Office 365. You will troubleshoot issues, offer solutions, and build customer loyalty. This hybrid role, based in Mexico City, requires expertise in Microsoft 365 and strong customer service skills. You will partner with customers to resolve technical challenges and proactively identify potential future issues. The position demands excellent communication and problem-solving abilities, along with a minimum of one year of relevant experience. Rackspace offers a supportive and inclusive work environment.

Requirements

• Extensive knowledge of Microsoft 365 productivity suite (Exchange, OneDrive, SharePoint, Teams, etc.)
• Exhibit a strong desire to learn technologies
• Outgoing personality with great attitude
• Highly organized, quick learner, and an ability to work in a team environment
• Possess strong written and verbal communication skills
• High school diploma or equivalent
• At least one Microsoft 365 certificate required
• Strong Customer service background and previous phone call experience
• 1 year minimum of relevant job experience – Microsoft 365 help desk
• Experience with help desk/ticketing systems
• Certifications in relevant work
• English advanced and fluent proficiency

Responsibilities

• Handle customer support requests primarily via phone, chat, and tickets
• Escalate support requests, as necessary, to appropriate escalation path
• Provide technical troubleshooting of product offerings and offer solutions that satisfy customer
• Proactively seek opportunities to educate and solve for future technical challenges a customer may face
• Create and maintain customer loyalty by serving customers above and beyond their expectations
• Exercise good judgment in decision-making in order to routinely deliver exceptional customer support at all times
• Email delivery troubleshooting
• Spam/Security analysis and recommendations
• Desktop Client/Mobile Device troubleshooting
• Account and Billing related inquiries
• Support users in use and troubleshooting of Microsoft products

Preferred Qualifications

Fluent, Bi-lingual (Spanish and English)

Benefits

• Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla
• This opportunity is a permanent remote job, but you need to be based in Mexico at one of the above locations