Customer Success Associate II - IN

Shift : EST Shift - 6:30 pm to 3:30 am (Night shift )Experinece : 4 to 7 yrs Key Accountabilities:Monitor inbound customer ticket requests and route appropriately Respond directly to customer information requests for specific task responsibilitiesMonitor and progress open tickets within agreed time scales to ensure customer/internal response receiptProactively take ownership and work ticketsIdentify common/recurring operational issues in support queues and support customer to resolutionIdentify areas in which ticket volumes could be reduced and managed more efficiently through process or management changeEscalates support requests (phone/ticket) according to escalation procedures Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescalesResponsible for adhering to company security policies and procedure as directed.Utilizing business knowledge, networks and commercial acumen to see tickets through to completionKey Performance Indicators:Ticket workload completedCustomer satisfaction.  Based on NPS Ticket score Performance accuracy measuresStrive towards a world class target of 80% for the Net Promoter Score including NPS-T scores.Engagement of every customer within their customer baseTicket and workload managementPERSON SPECIFICATION:  o   Tenacious problem solver, will own issues until full resolutiono   Excellent communication skills, both written and verbal with great attention to detailo   Strong rapport and relationship building skills with both internal departments and external customerso   Strong level of business awareness and commercial acumen with solid understanding of financial terminologyo   Strong organizational, time management and prioritization skillso   Able to take a creative approach to situations and problem solvingo   A minimum of 4 years’ experience in a Service Delivery / Account Management roleo   A minimum of 4 years’ experience in the IT industry or holds a good understanding of Internet Technologieso   Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essentialPOLICY COMPLIANCE:·       Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.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.