Customer Service Specialist - San Antonio, TX

Serves as first contact for customer questions and issues. Fields customer calls; asks questions to understand the customer issue, and creates and updates tickets to route to the appropriate team for resolution. Maintains customer security by verifying customer calls and accounts. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Summary

• Acquires basic skills to perform routine tasks
• Work is prescribed and completed with little autonomy
• Works with either close supervision or under clearly defined procedures
• Entry level to a business support career progression

Critical Skills

• Attention to Detail: Demonstrates a concern for accuracy and thoroughness so that sufficiently detailed information is logged correctly
• Value Analysis: Provides customers with basic, standard information regarding products/offerings
• Moderate computer proficiency including Microsoft Office Suite
• Ability to interact with customers in a professional and friendly manner
• Ability to follow standardized processes and procedures and identify when escalation

Responsibilities

• Other Incidental tasks related to the job, as necessary.
• Answer incoming phone calls in an efficient and professional manner
• Act as a customer resource regarding products, company structure, and company operation in order to effectively direct incoming queries to the appropriate individuals
• Understand customer issues, identifies the urgency, scopes issue and prepares it for escalation, and triages to correct escalation team
• Assist approximately 60 customers daily in a ticketing system to create and update tickets with relation to the call
• Solve administrative calls without routing to a 2nd-line team
• Follow schedule as given by workforce optimization
• Verify callers by using approved Rackspace methods

Knowledge

• Acquires a broad knowledge of Rackspace, its operations and service offerings
• Develops knowledge and skills to perform basic activities in own job
• Understands how the assigned duties integrate with others in the team

Education

• Required
Regional equivalent to High School Diploma
• Preferred
Successful completion of 1 to 2 years of higher education classes

Experience

• Required
Customer service experience
• Preferred
1 – 2 years of customer service experience in a call center or customer centric environment.

Physical Demands

•  General office environment: no special physical demands required.
• May require long periods of sitting and viewing a computer monitor.
• Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.

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.